Member Services Consultant

Role purpose

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. The role requires you to explore the needs of members beyond their initial enquiry, with the aim of offering products and services to add further value to member's superannuation and retirement accounts. This may also entail generating referrals to other areas of our business You will be required to handle inbound calls, make outbound calls and additionally respond to email and written correspondence. Furthermore, there is an opportunity for growth in the Click to Chat service.

Key Accountabilities and main responsibilities

Strategic Focus

• Deliver high quality customer service on inbound and outbound calls
• Servicing Members through a number of other channels such as email, written correspondence and Click to chat
• 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 without providing financial advice 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 willingness to increase your Superannuation knowledge including funds and administration functions

Operational Management

• 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 Link Group by living the Link Group Core Values
• Demonstrate a proactive approach to independent learning

People Leadership

• 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 Link Group
• Be committed to Equal Employment Opportunity principles, Occupational Health & Safety Act and Anti-Discrimination Act principles.

Governance & Risk

• 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 required for the role
• Comply with company Privacy and Financial advice policy and procedures
• The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Computer literate and strong keyboard skills (Excel, Word)
• Proven track record of delivering results/KPIs ie average handle time, quality, adherence, referrals, cross-selling
• Demonstrates 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
• Previous experience in a Contact Centre or a similar role specialising in complex products/services
• A desire to work in the superannuation industry
• Desirable
• ASFA qualification or equivalent very well regarded
• Experience in financial services or superannuation fund industry

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.

Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.