Customer Service Officer (Hub Specialist)

Link Group; United States; Hybrid; USD 46,000 - 53,000; Full time

Job summary

MUFG Pension & Market Services is seeking a Customer Service Officer to resolve complex member queries in a fast-paced superannuation contact centre. You will own inquiries, support stakeholders, and contribute to continuous service improvements while meeting regulatory standards.

The role operates on a rotating 8am–8pm Monday to Friday schedule with a hybrid arrangement: 2–3 days in the Parramatta office and remaining days from home. A 4-week onboarding is conducted onsite.

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 taking full ownership of inquiries.
• Act as the first escalation point for challenging or sensitive cases involving members, beneficiaries, and trustees.
• Investigate and resolve issues with professionalism and empathy.
• Meet and exceed KPIs across calls, admin tasks, and written correspondence.
• Collaborate with your team to share ideas, support goals, and contribute to a positive team culture.
• Participate in ongoing training and proactively build your superannuation knowledge.
• Stay informed on industry trends and legislative changes.
• Support the Team Leader with high-priority requests, projects, and workflow management.
• Identify risks and recommend process improvements to enhance service delivery.
• Ensure all work meets quality standards and complies with regulatory requirements.

Skills

Customer service experience

Problem-solving

Communication skills

Prioritization

Team collaboration

Onsite training readiness

Job description

Are you passionate about delivering exceptional service and solving complex problems? Do you thrive in a fast-paced environment where your initiative and attention to detail make a real impact? If so, we want you on our team!

We’re looking for Customer Service Officers to join our superannuation contact centre team. In this role, you’ll be the go‑to expert for resolving complex member queries, supporting stakeholders, and driving continuous improvement in service delivery.

This role will require you to work a rotating roster from 8am-8pm Monday to Friday. At MUFG we support work-life balance with a hybrid setup: 2-3 days in our Parramatta office, the rest from home!

Note: This is a 6 month fixed-term contract.

What You’ll Be Doing

• Deliver first-call resolution by anticipating member needs and taking full ownership of enquiries
• Act as the first escalation point for challenging or sensitive cases involving members, beneficiaries, and trustees
• Investigate and resolve issues with professionalism and empathy
• Meet and exceed KPIs across calls, admin tasks, and written correspondence
• Collaborate with your team to share ideas, support goals, and contribute to a positive team culture
• Participate in ongoing training and proactively build your superannuation knowledge
• Stay informed on industry trends and legislative changes
• Support the Team Leader with high-priority requests, projects, and workflow management
• Identify risks and recommend process improvements to enhance service delivery
• Ensure all work meets quality standards and complies with regulatory requirements

What You Bring

• 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
• A collaborative spirit and commitment to team success
• Ability to commit to 4 weeks' full-time training onsite.

Why Join Us?

• Be part of a supportive, high-performing team
• Make a real difference in members’ financial wellbeing
• Gain exposure to complex superannuation processes and stakeholder management
• Enjoy opportunities for professional growth and development

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose‑built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.