Member Experience Specialist - Financial Services

Sustainability; Western Australia; On-site; AUD 60,000 - 75,000; Full time

Job summary

Sustainability in Australia is seeking a Customer Service Specialist to support members of an award-winning Superannuation Fund with inbound inquiries.

You will provide information, resolve issues and deliver a simple, helpful member experience across channels; prior financial services exposure is helpful but not essential. This role offers a stable, long-term career in a supportive team.

Qualifications

• Experience in a customer service or contact centre environment.
• Strong communication and active listening skills.
• A genuine passion for helping people.
• Confidence learning new systems and processes.
• Problem-solving ability and a solutions-focused mindset.
• The ability to manage multiple priorities in a fast-paced environment.
• A positive, team-oriented approach and commitment to ongoing learning.
• Financial services experience will be highly regarded but is not essential.

Responsibilities

• Provide a first-class support service to existing members across an array of general inquiries.
• Answer inbound calls and written queries from current and potential members and employers, as well as authorized third parties, regarding the fund’s superannuation products.
• Work closely with the administration and superannuation team to support internal and external stakeholders.
• Deliver simple and helpful experience through effective handling of member enquiries through various service channels, including phone, email, social and web chat
• Promote member retention and satisfaction by identifying and understanding member needs, and undertaking problem solving and analysis to provide appropriate resolution to their enquiry
• Provide factual, accurate and consistent information to customer enquiries

Skills

Customer service

Communication

Active listening

Problem solving

Multitasking

Team player

Learning new systems

Job description

Sustainability in Australia is seeking a Customer Service Specialist to support members of an award-winning Superannuation Fund with inbound inquiries.

You will provide information, resolve issues and deliver a simple, helpful member experience across channels; prior financial services exposure is helpful but not essential. This role offers a stable, long-term career in a supportive team.