Customer Service Officer (Hub Specialist)

Description

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 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 our Parramatta office, the rest from home!

Note: This is a 6 month fixed-term contract.

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