Call Centre Representative (Member Solutions Consultant)

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Member Solutions Consultant, you’ll be at the heart of our Member Services team, delivering high-quality interactions that make a real difference.
 

You’ll engage with members across voice and digital channels, taking the time to understand their needs and provide tailored solutions. From answering enquiries to guiding important decisions, you’ll use your knowledge and empathy to deliver a consistent and positive experience. You’ll also contribute to continuous improvement, share your insights, and support your teammates along the way.
 

This role is a permanent opportunity and is based in Brisbane & Melbourne

Day to day, you'll:

• Identify and understand members’ needs to deliver positive and effective outcomes.
• Assist members by explaining superannuation products and their obligations.
• Guide members through options and provide solutions or referrals where needed.
• Take ownership of enquiries, investigating and resolving issues end to end.
• Promote the value of products and services to support member engagement and retention.
• Support peers through coaching, buddying, and collaboration.
• Manage more complex or escalated enquiries with confidence.
• Maintain accurate records across systems for every interaction.
• Ensure all interactions align with regulatory and compliance requirements.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. 

It's quite likely you tick some of the following boxes too:

• You have experience in a service-based environment such as retail, hospitality, or contact centres.
• Your communication style is clear, empathetic and adaptable to different audiences.
• You'll stay calm under pressure and handle challenging situations professionally.
• You're passionate about delivering great customer experiences and outcomes.
• You demonstrate strong problem solving skills and attention to detail.
• Your ability to simplify complex concepts helps members make informed decisions.
• You'll build effective relationships with teammates and stakeholders.
• You're committed to continuous learning and professional development.
• You’re confident navigating multiple systems and digital tools.