Superannuation Hub Specialist | First-Call Resolver

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

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.