Hub Specialist

5 days ago

Australia MUFG Pension & Market Services Full time $60,000 - $90,000 per year
Description

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

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