Join to apply for the Customer Service Officer (Melbourne) role at MUFG Pension & Market ServicesA 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.OverviewThe Customer Service Officer (CSO) plays a pivotal role in our commitment to delivering an outstanding member experience within the superannuation industry.
This position requires a dedicated professional who possesses excellent communication skills and a strong commitment to assisting members with their financial needs.
The CSO is responsible for addressing member enquiries, providing expert guidance, and resolving issues, ensuring the highest level of member satisfaction and retention.Join our dedicated team on a 6-Month Fixed-Term Contract – Apply Now for an Exciting Opportunity!Key Accountabilities and Main ResponsibilitiesMember engagement: Act as the first point of contact for members, engaging with professionalism, empathy, and a member-centric approach.Enquiry resolution: Own and respond to member enquiries achieving first call resolution.
Offer clear and accurate information to resolve issues.Member Assistance: Provide guidance on superannuation policies assisting members in making informed choices.Compliance: Ensure all interactions and information sharing adhere to industry regulations and internal policies.Records Management: Maintain comprehensive records of member interactions, enquiries, and resolutions.Problem Solving: Identify and analyse member concerns, seeking effective solutions and escalating complex issues to the appropriate department when necessary.Quality Assurance: Monitor and enhance the quality of service provided to members, consistently seeking opportunities for improvement.Member education: Offer educational resources and materials to empower members to manage their superannuation effectively.KPIs and Targets: Meet and exceed KPIs and targets related to member service, enquiry resolutions, and operational efficiency.
This includes response times, case resolution rates, and member satisfaction scores.Experience & Personal AttributesGeneral knowledge of superannuation.Sound knowledge of MS Office and other software packages.Accuracy and attention to detail and ability to think laterally.Good investigation and problem-solving abilities.Customer-focused and the ability to collaborate with others to achieve desired outcomes.Prioritisation and time management skills to meet tight deadlines.Generate creative solutions to address problems and commit to follow through.Sound knowledge of technical and compliance issues, understanding relevant policies and legislation.Excellent communication skills both verbal and written.Desirable QualificationsASFA RG 146 qualification or equivalentSeniority levelNot ApplicableEmployment typeFull-timeJob functionOtherReferrals increase your chances of interviewing at MUFG Pension & Market Services by 2x.
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