Call Centre Representative (Member Solutions Consultant)

Australian Retirement Trust; Brisbane; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

14% super

Training and development

Hybrid work arrangement

Office facilities and amenities

Job summary

Australian Retirement Trust in Brisbane is seeking a permanent Call Centre Representative (Member Solutions Consultant). You will deliver high-quality interactions across voice and digital channels while helping members navigate their super and resolve enquiries with confidence.

You’ll join our Member Services team, take ownership of complex enquiries, escalate when needed, and contribute to continuous improvement while keeping accurate records and complying with regulatory requirements.

Responsibilities

• Identify and understand members' needs to deliver positive and effective outcomes.
• Assist members by explaining superannuation products and their obligations.
• Guide members through options and provide solutions or referrals where needed.
• Take ownership of enquiries, investigating and resolving issues end to end.
• Promote the value of products and services to support member engagement and retention.
• Support peers through coaching, buddying, and collaboration.
• Manage more complex or escalated enquiries with confidence.
• Maintain accurate records across systems for every interaction.
• Ensure all interactions align with regulatory and compliance requirements.

Job description

Call Centre Representative (Member Solutions Consultant)

Australian Retirement Trust – Brisbane QLD

Take hold of a monster opportunity and join Australian Retirement Trust as our Member Solutions Consultant, where you'll deliver standout service across voice and digital channels.

You'll help members navigate their super, solve problems with confidence, and create positive experiences in a fast-paced contact centre environment while growing your career.

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As a Member Solutions Consultant, you'll be at the heart of our Member Services team, delivering high-quality interactions that make a real difference.

You'll engage with members across voice and digital channels, taking the time to understand their needs and provide tailored solutions. From answering enquiries to guiding important decisions, you'll use your knowledge and empathy to deliver a consistent and positive experience. You'll also contribute to continuous improvement, share your insights, and support your teammates along the way.

This role is a permanent opportunity and is based in Brisbane.

Day to day, you'll:

• Identify and understand members' needs to deliver positive and effective outcomes.
• Assist members by explaining superannuation products and their obligations.
• Guide members through options and provide solutions or referrals where needed.
• Take ownership of enquiries, investigating and resolving issues end to end.
• Promote the value of products and services to support member engagement and retention.
• Support peers through coaching, buddying, and collaboration.
• Manage more complex or escalated enquiries with confidence.
• Maintain accurate records across systems for every interaction.
• Ensure all interactions align with regulatory and compliance requirements.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them.

It's quite likely you tick some of the following boxes too:

• You have experience in a service-based environment such as retail, hospitality, or contact centres.
• Your communication style is clear, empathetic and adaptable to different audiences.
• You'll stay calm under pressure and handle challenging situations professionally.
• You're passionate about delivering great customer experiences and outcomes.
• You demonstrate strong problem solving skills and attention to detail.
• Your ability to simplify complex concepts helps members make informed decisions.
• You'll build effective relationships with teammates and stakeholders.
• You're committed to continuous learning and professional development.
• You're confident navigating multiple systems and digital tools.

This role is a permanent opportunity and is based in Brisbane.

Day to day, you'll:

• Identify and understand members' needs to deliver positive and effective outcomes.
• Assist members by explaining superannuation products and their obligations.
• Guide members through options and provide solutions or referrals where needed.
• Take ownership of enquiries, investigating and resolving issues end to end.
• Promote the value of products and services to support member engagement and retention.
• Support peers through coaching, buddying, and collaboration.
• Manage more complex or escalated enquiries with confidence.
• Maintain accurate records across systems for every interaction.
• Ensure all interactions align with regulatory and compliance requirements.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them.

It's quite likely you tick some of the following boxes too:

• You have experience in a service-based environment such as retail, hospitality, or contact centres.
• Your communication style is clear, empathetic and adaptable to different audiences.
• You'll stay calm under pressure and handle challenging situations professionally.
• You're passionate about delivering great customer experiences and outcomes.
• You demonstrate strong problem solving skills and attention to detail.
• Your ability to simplify complex concepts helps members make informed decisions.
• You'll build effective relationships with teammates and stakeholders.
• You're committed to continuous learning and professional development.
• You're confident navigating multiple systems and digital tools.

Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities.

We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

Applications close Friday, 6-November 2026

Bring your potential to Australian Retirement Trust and unleash our monster possibilities:

• You'll get 14% super as standard, to help your future come alive.
• Unleash your potential and build a career to be proud of through excellent training and development opportunities.
• Balance your work between in-person days at our purpose-built hubs and working from home.
• In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process - such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people.

By applying, you agree to the use of these technologies as part of the recruitment process.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .