Member Solutions Consultant

Australian Retirement Trust; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

14% superannuation contribution

Training and development opportunities

Flexible work arrangements

End-of-trip facilities and collaborative spaces

Job summary

Australian Retirement Trust is seeking a Member Solutions Consultant to engage with members in Brisbane and Melbourne. This role focuses on delivering personalised support through voice and digital channels, helping customers make informed decisions regarding their financial future.

Ideal candidates will have a passion for customer service, strong communication skills, and the ability to solve complex problems effectively. Join a collaborative team environment and enjoy opportunities for continuous learning and development.

Qualifications

• Experience in a service-based environment such as retail, hospitality, or contact centres.
• Ability to connect with people from diverse backgrounds.
• Calm under pressure and handle challenging situations with resilience.
• Passionate about delivering meaningful customer experiences.
• Strong problem-solving skills and proactive mindset.

Responsibilities

• Engage with members across phone and digital channels.
• Deliver clear guidance on superannuation products.
• Take ownership of enquiries and deliver effective resolutions.
• Navigate systems and update records accurately.
• Support team success through knowledge sharing and coaching.

Skills

Customer service experience

Problem-solving skills

Communication skills

Digital literacy

Ability to handle pressure

Job description

Take hold of a monster opportunity and join Australian Retirement Trust as our Member Solutions Consultant. You'll be at the heart of member interactions, delivering personalised support across voice and digital channels while helping customers make confident decisions about their financial future.

Description

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 deliver meaningful, solution-focused service in a fast-paced contact centre environment.

You'll take the time to understand each member's needs, using your communication skills and problem-solving mindset to provide clear guidance and tailored outcomes. Every interaction is an opportunity to build trust, enhance financial understanding, and create a positive experience.

You'll also contribute to a collaborative team culture, supporting peers, handling more complex enquiries, and continuously developing your expertise through structured learning pathways.

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

Responsibilities

• Engage with members across phone and digital channels to understand their needs and provide tailored solutions.
• Deliver clear guidance on superannuation products and obligations to help members make informed decisions.
• Take ownership of enquiries, identifying root causes and delivering effective resolutions.
• Navigate systems and update records accurately to maintain high-quality data.
• Manage more complex or escalated enquiries with professionalism and empathy.
• Support team success through knowledge sharing, buddying, and coaching.
• Contribute ideas to improve service, promote products, and enhance member engagement.
• Maintain compliance with risk frameworks while delivering a consistent, high-quality experience.

Qualifications

• You have experience in a service-based environment such as retail, hospitality, or contact centres.
• Your ability to connect with people from diverse backgrounds is strong and authentic.
• You remain calm under pressure and handle challenging situations with resilience.
• You are passionate about delivering meaningful customer experiences that add value.
• You demonstrate strong problem-solving skills and a proactive mindset.
• Your ability to explain complex concepts in simple terms is well developed.
• You build positive working relationships with ease.
• You are committed to continuous learning and personal development.
• Your digital literacy allows you to confidently navigate multiple systems.

About us

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. 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, where you can be yourself and do amazing work.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust and apply now.

Applications close 22 June 2026.

We will contact candidates after the closing date to inform them whether they have progressed to the next round. We aim to be fair and upfront throughout the recruitment process.

Why join us

• You'll get 14% super as standard, to help your future come alive.
• 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.