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Member Services Representative
Be part of an inclusive and high-performing team
Enjoy a rewarding career move with opportunities for development
Make a difference with a fund that puts members first
When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2 million members.
Australian Retirement Trust is the super fund formed through the merger of Sunsuper and QSuper. As one of Australia’s largest superannuation funds, we proudly take care of over $200 billion in retirement savings. Our teams are as diverse and unique as the members we strive to inspire and empower. Our inclusive culture means you will be valued and heard in a respectful workplace, where you can be your authentic self every day.
About the role
Every one of our team contributes to helping make our members’ world better. As a Member Services Representative in our Operations (Public Division) team, you will be responsible for delivering exceptional customer experiences through the accurate and timely completion of member requests within the Customer Services division. This involves coordination of work across the business unit as well as dealing with complex enquiries/correspondence. You will engage internal and external customers as required and will be responsible for effective management of member interactions.
Key areas of responsibility will include:
Assisting with workflow allocation and processing of all relevant queues to service our members within appropriate cycle times.
Application of appropriate problem-solving techniques to assist members at all stages including escalated phone calls, adjustment authorisations and reviewing all non-standard correspondence.
Identifying and investigating continuous improvement opportunities such as process and procedural issues and recommending solutions that are both cost effective and improve operational efficiency.
Monitoring and evaluating the completeness and accuracy of tasks in accordance with compliance standards and reporting identified breaches and incidents.
Maintaining standards of client reporting in alignment with legal requirements.
This role is available as a 12 month max-term/ secondment opportunity.
If this is the right role for you, your skills and qualifications will include:
Customer service experience in a high workload environment.
High level of numeracy and confident to work with figures.
Excellence written and verbal communication skills and the ability to guide members through a range of possible solutions.
Experience in coordinating the workflow of others.
Although not essential, it is also preferred if you have the following:
Insurance and Superannuation RG146 or equivalent level of knowledge.
Previous superannuation experience and knowledge of the associated legislation that operates within the superannuation environment.
How you'll benefit
As part of the Australian Retirement Trust team, you’ll have access to development programs that help you focus on solutions-based outcomes, and innovative ways to support our members. We provide a dynamic and rewarding work environment featuring:
Competitive salary, bonus, and super offerings
Flexible work arrangements
Generous parental leave entitlements
A focus on learning and development, including study assistance
Volunteer and community service leave
LGBTQI + and disability employee networks
Wellbeing initiatives including Employee Assistance Program and discounted health insurance
An additional leave day each year on top of annual leave.
Make a difference and join a high-performing team where you will be encouraged to be your best. If this sounds like the role for you, apply by Monday, 18 April 2022.
This position is available to existing Australian Retirement Trust employees, temps and contractors only.
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