Join to apply for the Customer Service Officer (Parramatta) role at MUFG Pension & Market Services.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.OverviewAs a Customer Service Officer (CSO) you will be the first point of contact (members, employers and financial planners) via phone (inbound/outbound), click-to-chat, and email for a range of enquiries. Your key purpose will be meeting or exceeding their expectations for Customer Service with accurate and appropriate responses.Key Accountabilities and Main ResponsibilitiesDelivering an outstanding member experience though excellent customer service on inbound and outbound calls.The provision of efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution.Investigation and ownership of complex member queries.Demonstrating subject matter expertise on funds/processes/procedure.Achievement of all Key Performance Indicators (KPIs).Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required).Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals.Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects.Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader MUFG Retirement Solutions.Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions.Demonstrating drive and motivation by keeping abreast of current industry related information and changes.Displaying a proactive approach to independent learning.Actively contributing towards continuous process improvement.Living the MUFG Retirement Solutions Core Values; Teamwork, Professionalism, Commitment, integrity, respect.Adhering to all legislative requirements required for the role.Complying with MUFG Retirement Solutions Privacy policy and procedures.Experience & Personal AttributesStrong customer service skills with a member experience focus.Excellent written and verbal communication skills, and a pleasant phone manner.Strong ability to interpret complex subject matter and to translate information to the end user.Established history of consistently delivering results and achieving set targets.Proven track record of reliability and punctuality in a structured environment.Proven ability to solve complex problems and deliver innovative solutions.Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls.Ability to work under pressure and maintain set target levels.Openness to feedback and willingness to develop professionally.Previous experience in working in a collaborative and professional team environment.Intermediate computer literacy and keyboard skills (MS Office suite), and excellent attention to detail and accuracy.Ability to work across digital media platforms and provide front line technical support.A desire to work in, and develop a career within the superannuation industry.DesirableExperience in Contact Centre or Financial Services.ASFA qualification or equivalent.RG146 qualification.Seniority levelNot ApplicableEmployment typeFull-timeJob functionOther
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