Customer Service Officer (Hub Specialist)

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

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.

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

Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

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 the MUFG Pension & Market Services journey 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.

Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.

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.