Senior Superannuation Specialist

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

Senior Superannuation Specialist – Customer Support

Sydney CBD | Full-time office-based role

About the Company

Our client is a well-established and fast-growing player in the Australian financial services and investment management sector. Recognised for their innovative approach, strong market presence and commitment to helping Australians achieve their long-term financial goals.

With continued growth across their superannuation offering, they are now looking for an experienced superannuation professional to join their Customer Support team in a newly created senior position.

The Role

This is an opportunity for an experienced superannuation or investment platform professional looking for a role that combines technical superannuation knowledge with customer experience, technology and continuous improvement.

You'll become a key superannuation subject matter expert within the team, taking ownership of more complex customer matters and escalations while coaching and supporting colleagues across superannuation concepts and processes. You'll work closely with Product, Engineering, Operations and Compliance to investigate issues, identify customer pain points and help improve systems, processes and digital customer journeys.

Key Responsibilities

• Act as a key superannuation SME and escalation point for complex customer enquiries and issues.
• Support customers across contributions, rollovers, withdrawals, pensions, account administration, investment options and platform functionality.
• Manage more complex customer matters end-to-end across phone, email and digital channels.
• Coach and support Customer Support team members across superannuation concepts, processes and customer scenarios.
• Partner with Product, Engineering, Operations and Compliance to investigate and resolve customer and platform issues.
• Identify recurring customer pain points and provide clear insights that contribute to product, process and customer journey improvements.
• Support testing and implementation of new platform features, enhancements and superannuation-related changes.
• Develop and maintain knowledge articles, escalation guides, process documentation and training materials.
• Identify opportunities to improve workflows and processes through technology, AI and automation.
• Maintain strong compliance, risk and quality standards across customer interactions and superannuation processes.

About You

• 3+ years' experience within superannuation, investment platforms, wealth management or a related financial services environment.
• Strong working knowledge of superannuation, including accumulation and pension products, contributions, rollovers, withdrawals and member administration.
• RG146 qualification in Superannuation or an equivalent.
• Experience managing complex customer or client enquiries, escalations or complaints.
• Comfortable working with systems, data and technology, with an interest in digital platforms and innovation.
• A proactive problem-solver who enjoys identifying better ways of working.

Why Join?

This is a newly created role offering the opportunity to take your superannuation experience in a broader direction.

You'll remain close to customers and complex superannuation matters while gaining exposure beyond traditional member services or administration. You'll work alongside Product, Engineering, Operations and Compliance and have the opportunity to influence how the business improves its products, processes and customer experience.

If you're an experienced superannuation or investment platform professional who enjoys solving complex problems, sharing your expertise and finding smarter ways of working, we'd love to hear from you.