Customer Service Officer (Hub Specialist)

Link Group; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

4 weeks training onsite

Job summary

MUFG is seeking a Customer Service Officer (Hub Specialist) to resolve complex member queries and support stakeholders in a fast-paced contact centre. The role will focus on first-call resolution, empathy, and accurate administrative support in a hybrid setup with 2-3 days in office.

You will work on complex cases, escalate when needed, and contribute to continuous service improvements while meeting KPIs and maintaining regulatory standards.

Qualifications

• 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.

Responsibilities

• Deliver first-call resolution by anticipating member needs and owning enquiries.
• Support administrative tasks, system processing and written correspondence.
• Act as the first escalation point for challenging or sensitive cases.
• Investigate and resolve issues with professionalism and empathy.
• Meet and exceed KPIs across calls, admin tasks, and written correspondence.
• Collaborate with the team to share ideas and contribute to a positive culture.
• Participate in ongoing training and develop superannuation knowledge.
• Stay informed on industry trends and regulatory changes.
• Support Team Leader with high-priority requests and workflow management.
• Identify risks and suggest process improvements to enhance service delivery.
• Ensure work meets quality standards and regulatory requirements.

Skills

Customer service

Problem-solving

Communication

Prioritization

Team player

Training

Job 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 (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 (after initial training), the rest from home!

What You’ll Be Doing

• Deliver first-call resolution by anticipating member needs and taking full ownership of enquiries.
• Support with administrative tasks, system processing and written correspondence.
• 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.