Senior Superannuation Expert & Customer Experience Lead

Keegan Adams Recruitment; Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

Keegan Adams Recruitment is seeking a Senior Superannuation Specialist for a Sydney-based customer support team. This full-time, office-based role combines technical superannuation knowledge with customer experience, digital platforms, and process improvement to resolve complex queries.

As a senior SME you will own escalations, coach colleagues, and partner with Product, Engineering, Operations and Compliance to enhance journeys and features.

Qualifications

• 3+ years of experience in superannuation or related financial services.
• Strong knowledge of accumulation and pension products, contributions and rollovers.
• Experience handling complex customer inquiries and escalations.
• Comfortable working with systems, data and technology and digital platforms.

Responsibilities

• Act as a key superannuation SME and escalation point for complex customer enquiries.
• Support contributions, rollovers, withdrawals, pensions and account administration.
• Manage complex matters end-to-end across phone, email and digital channels.
• Coach and support team members across superannuation concepts and processes.
• Collaborate with Product, Engineering, Operations and Compliance to resolve issues.
• Identify pain points and contribute to product and journey improvements.
• Assist testing and implementation of platform features and changes.
• Develop knowledge articles, escalation guides and training materials.
• Identify opportunities to improve workflows via technology and automation.
• Maintain compliance, risk and quality standards in interactions.

Skills

Superannuation

Investment platforms

Wealth management

Education

RG146 qualification

Job description

Keegan Adams Recruitment is seeking a Senior Superannuation Specialist for a Sydney-based customer support team. This full-time, office-based role combines technical superannuation knowledge with customer experience, digital platforms, and process improvement to resolve complex queries.

As a senior SME you will own escalations, coach colleagues, and partner with Product, Engineering, Operations and Compliance to enhance journeys and features.