Member Services Consultant

**The Role**

You will be the first point of Member contact for a range of superannuation and retirement inquiries, including technical support and fund product information in a professional and customer focused manner.

**Key Accountabilities and Main Responsibilities**
- Deliver high quality customer service on inbound and outbound calls
- Provide efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution to ensure an outstanding member experience
- Identify opportunities with callers to provide information regarding “value add” services and conduct needs based conversations
- Achievement of all Key Performance Indicators and internal Service Level agreements
- Participate in formal and informal team based training
- Demonstrate flexibility to alter shifts to meet operational demands
- Positive participation in the team and team meetings to discuss and share ideas and achievement of team goals
- Positive representation of company by living the MUFG pension & Market Services Core Values
- Demonstrate a proactive approach to independent learning
- Support peers and colleagues in delivering results, working closely with colleagues within the Contact Centre and the broader MUFG Retirement Solutions
- Work with Technical specialists and Team Leader to improve personal capability to increase skills via delegated responsibilities/projects and to make recommendations for process improvements or best practice initiatives
- Adhere to all legislative requirements, company Privacy and Financial advice policy and procedures

**Experience & Personal Attributes**
- Previous experience in a Contact Centre or a similar role specialising in complex products/services
- Computer literate and strong keyboard skills (Excel, Word)
- Proven track record of delivering results/KPIs, i.e. average handle time, quality, adherence, referrals, cross-selling
- Demonstrate professionalism and a strong customer service ethic
- Excellent telephone and verbal communication skills and a pleasant phone manner
- A genuine passion for customer service
- Ability to work under pressure and maintain set target levels
- Openness to feedback and willingness to develop professionally
- Excellent problem-solving ability
- Experience working in a successful team environment
- Attention to detail and accuracy
- A desire to work in the superannuation industry

**Some of our Employment Benefits**
- FlexiWorks - enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
- Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
- Employee discounts - Access discounted rates and offers from a variety of providers including Bupa and Microsoft
- Novated Car Leasing

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

**How to apply**

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration