Customer Service Officer

Are you passionate about delivering exceptional service and solving complex problems? Do you thrive in a fast-paced environment where your initiative and attention to detail make a real impact? If so, we want you on our team

We’re looking for **Customer Service Officers (Hub Specialists)**to join our superannuation contact centre team. In this role, you’ll be the go-to expert for resolving complex member queries, supporting stakeholders, and driving continuous improvement in service delivery.

**This role will require you to work a rotating roster from 8am-8pm Monday to Friday. At MUFG we support work-life balance with a hybrid setup: 2-3 days in office, the rest from home**

**What You’ll Be Doing**
- Deliver **first-call resolution**by anticipating member needs and taking full ownership of enquiries
- Act as the **first escalation point**for challenging or sensitive cases involving members, beneficiaries, and trustees
- Investigate and resolve issues with professionalism and empathy
- Meet and exceed KPIs across calls, admin tasks, and written correspondence
- Collaborate with your team to share ideas, support goals, and contribute to a positive team culture
- Participate in ongoing training and proactively build your superannuation knowledge
- Stay informed on industry trends and legislative changes
- Support the Team Leader with high-priority requests, projects, and workflow management
- Identify risks and recommend process improvements to enhance service delivery
- Ensure all work meets quality standards and complies with regulatory requirements

**What You Bring**
- Proven experience in customer service, ideally within superannuation or financial services
- Strong problem-solving and investigation skills
- Excellent communication—both written and verbal
- Ability to manage competing priorities and meet deadlines
- A proactive mindset with a passion for continuous learning
- Confidence in handling escalations and sensitive conversations
- A collaborative spirit and commitment to team success
- Ability to commit to 4 weeks' full-time training onsite.

**Why Join Us?**
- Be part of a supportive, high-performing team
- Make a real difference in members’ financial wellbeing
- Gain exposure to complex superannuation processes and stakeholder management
- Enjoy opportunities for professional growth and development

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 with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

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 the MUFG Pension & Market Services journey 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.