Customer Service Officer (Hub Specialist)

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.

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 (Hub Specialists) to join our superannuation contact centre team. In this role, you’ll be the go-to expert for resolving complex member queries, manage stakeholder relationships, 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 offer work-life balance with a hybrid setup: 2-3 days in office, the rest from home!

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
• Work with your team to exchange ideas, drive objectives, 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
• Play a key role in assisting 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 team-oriented mindset and drive to achieve team success
• Available to participate in 4 weeks of structured onsite training

Why Join Us?

• Be part of a driven, 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

Some of our Employment Benefits:

• Flexible working– enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating our values and
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!
• Novated Car Leasing

Culture @ MUFG Pension & Market Services:
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.