Description
Overview The Complaints Officer, MRT Support acts as a key operational link between Australian Super and MUFG administration teams, supporting the end-to-end management of complaint-related administrative requests. The role triages and allocates incoming requests, coordinates work across operational teams, monitors progress against agreed service levels, reviews completed work for accuracy and completeness, and provides clear outcomes and updates to the Trustee. The role also supports effective escalation, accurate records, risk management and continuous improvement across the complaints support process. Permanent role Based in Melbourne CBD
Key Accountabilities and main responsibilities Strategic Focus Support a consistent, member-focused complaints support service aligned with client, regulatory and business requirements. Identify trends, recurring issues, root causes and opportunities to improve processes, controls and service outcomes. Contribute operational insights and data to reporting, service reviews and continuous improvement initiatives. Operational Management Triage and allocate complaint-related administrative requests to the appropriate MUFG administration teams. Monitor and drive assigned work through to completion within agreed SLA timeframes, following up with stakeholders where required. Coordinate work across operational teams and support investigation requests by gathering relevant information and documentation. Review completed work for accuracy, completeness and alignment with the request before returning outcomes. Provide clear updates to the Trustee, including whether the request is resolved or further information or action is required. Coordinate with business units to ensure actions are completed and member concerns are addressed efficiently. Maintain accurate complaint support records, case notes and data across relevant internal systems. People Leadership Work collaboratively across teams and build effective relationships with operational, client and support stakeholders. Share knowledge, provide process guidance and contribute to a positive, accountable and quality-focused team environment. Escalate barriers, capacity concerns and emerging issues to the Team Leader in a timely manner. Governance & Risk Escalate high-risk, high-profile or sensitive complaints in accordance with applicable escalation pathways. Apply relevant procedures, controls, privacy obligations and regulatory requirements when handling complaint-related information. Identify and report potential incidents, control gaps, data-quality concerns and process risks. Support reporting activities, audit readiness and continuous improvement initiatives. About You Experience in superannuation administration, complaint handling or dispute resolution within financial services or another regulated industry. Strong organisational and time-management skills, with the ability to manage multiple tasks, competing priorities and SLA-driven workloads. High attention to detail and a strong focus on accurate, complete and quality outcomes. Strong written and verbal communication skills, with the ability to provide clear and professional updates. Well-developed stakeholder engagement skills and the ability to work collaboratively across operational teams. Strong analytical and problem-solving skills, including the ability to identify trends, investigate issues and support practical improvements. A proactive, accountable and continuous-improvement mindset. Superannuation industry knowledge and experience at an operational level. Tertiary qualifications in Business or a related discipline are desirable. ASFA RG 146 Superannuation qualification or equivalent is desirable. Some of our Employment Benefits FlexiWorks - 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 Company purpose. 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 at 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.
How to apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. 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. Background Checks Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.
Description
Love helping people? Obsessed with solving problems? Know your way around superannuation (or keen to learn)? We've got the perfect role for you! We're on the hunt for a passionate Customer Service Officers (Member Services Consultant) to be the friendly voice (and keyboard!) behind our superannuation and retirement support team. You'll be the first point of contact for members, helping them navigate their accounts, understand their options, and feel confident about their financial future. This role is based in St Georges Tce, Perth. What You'll Be Doing Answer inbound calls and respond to emails with warmth and professionalism. Make outbound calls to follow up and add value to member experiences. Dive into Click to Chat and help us grow this exciting service channel. Resolve queries efficiently and anticipate member needs for first-call resolution. Spot opportunities to offer value-add services (no financial advice required!). Collaborate with your team, share ideas, and celebrate wins together. What You'll Bring A genuine love for customer service and helping others. Excellent communication skills and a friendly phone manner. Strong attention to detail and problem-solving skills. Ability to work under pressure and meet performance targets. Previous contact centre experience (especially in financial services) is a plus. ASFA qualification or superannuation knowledge? Even better! Why You'll Love Working Here Hybrid Flexibility: Work from home 50% of the time and from our St Georges Terrace Office. Career Growth: Learn, grow, and explore new service channels like Click to Chat. Supportive Team: Work with people who care about your success. Continuous Learning: Training, development, and superannuation knowledge-building. If you're ready to bring your energy, empathy, and enthusiasm to a role that truly makes a difference-apply now and help us support Australians on their retirement journey!
Description
Melbourne or Sydney 12-Month Contract Maternity Leave Cover MUFG Pension & Market Services is seeking a Client Service Manager to join our Fund Solutions team on a 12-month maternity leave contract, commencing mid-October. You'll manage relationships with a portfolio of clients, acting as a key point of contact and working closely with internal operational teams to ensure services are delivered effectively and to a high standard. This is an opportunity to bring your existing Fund Services expertise into a client-facing role where you'll have visibility across client relationships, service delivery, reporting and business activity. About the Role As Client Service Manager, you'll be responsible for managing client expectations and ensuring our services continue to meet their objectives. You'll build strong relationships with client contacts, understand their needs and work proactively with internal operational teams and other stakeholders to resolve issues and deliver effective solutions. You'll need to understand how the business operates, how our operational teams support clients, and how to navigate key stakeholders across both the client and internal environment. You'll also support the growth of existing client relationships, including new mandates, funds, fund classes and series, while providing reporting and insight to clients and internal stakeholders. Your responsibilities will include: Act as a key point of contact for a portfolio of Fund Solutions clients. Build and maintain strong, productive relationships with client contacts and internal stakeholders. Develop a strong understanding of client requirements, business operations and service delivery. Work closely with internal operational teams to coordinate effective service delivery and resolve client issues. Proactively identify opportunities to improve the client experience and service delivery. Support client meetings, service reviews and key client initiatives. Manage client expectations and contribute to service level discussions and agreements. Identify opportunities for additional services, new mandates, funds and other revenue growth across existing and prospective clients. Support project management and implementation activities as required. Prepare and coordinate client reporting, including statistics, billing and fee information. Maintain accurate client and contact information and ensure relevant records are kept up to date. Stay informed of relevant industry developments, regulatory requirements and market trends. Proactively identify and resolve client issues, ensuring appropriate follow-up and communication. Adapt to changing business and client priorities and contribute positively within a collaborative team environment. What You'll Bring We're looking for an experienced Fund Services professional who combines strong industry knowledge with excellent client and stakeholder management skills. You'll bring: Essential: Experience in Fund Services within a financial services environment. Experience in a client-facing role, ideally across Fund Administration, Transfer Agency, Registry, Custody, Funds Management or a related area. Strong communication and relationship management skills, with the confidence to engage effectively with clients, operational teams and internal stakeholders. A good understanding of how a financial services business operates and how different teams work together to deliver outcomes for clients. Proven ability to build and maintain productive relationships with key client and internal stakeholders. A proactive, client-focused approach and the ability to anticipate client needs. Strong problem-solving and critical-thinking skills, with the ability to develop practical and commercially appropriate solutions. The ability to work collaboratively with operational teams and coordinate across multiple stakeholders to achieve client outcomes. An open and adaptable mindset, with a willingness to learn and respond positively to changing business, client and operational priorities. Strong organisation and attention to detail, particularly across reporting, documentation and service delivery. Commercial awareness and an interest in understanding the broader business and client relationship. The ability to manage multiple priorities and deliver against deadlines in a changing environment. A tertiary qualification in Business, Accounting, Finance, Commerce or a related discipline is preferred but not essential.
Description
We are seeking a Complaints Officer to join our team and play a critical role in delivering fair, transparent and member-focused complaint resolution outcomes. This role is ideal for someone with experience managing complaints within a regulated environment who is passionate about improving customer experiences and identifying opportunities for continuous improvement. Permanent roles Multiple Opportunities Location: Melbourne preferred but open to Parramatta About the Role As a Complaints Officer, you will investigate and resolve member, employer and client complaints, ensuring outcomes are delivered in accordance with legal, risk and compliance obligations. You will manage complaints from initial receipt through to resolution, working closely with internal stakeholders to identify root causes, mitigate risk and improve processes. This is an opportunity to make a genuine impact by helping members achieve fair outcomes while contributing to service improvements across the business. Key Responsibilities Manage and resolve complex complaints in a professional, timely and member-focused manner. Investigate complaints, gather relevant information and determine fair and appropriate outcomes. Prepare high-quality written responses and communicate effectively with members, employers, clients and internal stakeholders. Identify complaint trends and root causes, making recommendations to improve processes and reduce repeat issues. Coordinate with business units to ensure actions are completed and member concerns are addressed efficiently. Escalate high-risk, high-profile or sensitive complaints where required. Maintain accurate complaint records and ensure data quality across internal systems. Support continuous improvement initiatives, reporting activities and compliance with regulatory requirements. About You To be successful in this role, you will bring: Experience managing complaints or dispute resolution within financial services, superannuation or another regulated industry. Strong ability to investigate complex issues, identify root causes and deliver member-focused outcomes. Excellent written and verbal communication skills, with the ability to communicate complex information clearly and professionally. Strong analytical and problem-solving skills with exceptional attention to detail. A continuous improvement mindset and ability to identify opportunities to reduce risk and enhance processes. Well-developed stakeholder management skills, with the ability to build effective working relationships across teams. Strong organisational and time management skills with the ability to manage competing priorities. Superannuation industry knowledge and experience at an operational level. Tertiary qualifications in Business or a related discipline (desirable). ASFA RG 146 Superannuation qualification or equivalent (desirable). Why Join MUFG Pension & Market Services? Some of our Employment Benefits Flexible Working - hybrid model 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 company purpose Talent Referral Program Salary Sacrificing via Superannuation Employee Assistance Program Learning & Development opportunities, including educational assistance support Employee discounts - access discounted rates and offers from a variety of providers including Bupa and Microsoft Novated Car Leasing Culture at 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. How to Apply Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. 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.
Description
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, supporting stakeholders, 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 support work-life balance with a hybrid setup: 2-3 days in office (after initial training), the rest from home! What You'll Be Doing Deliver first-call resolution by anticipating member needs and taking full ownership of enquiries. Support with administrative tasks, system processing and written correspondence. 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 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 collaborative spirit and commitment to team success Ability to commit to 4 weeks' full-time training onsite. Why Join Us? 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
Description
About the role
We are seeking an experienced Release Manager to play a critical gatekeeper role across enterprise technology releases. This role partners closely with Development, Testing, Project Delivery, IT Operations and the EPMO to ensure high quality, low risk releases that protect business continuity and meet senior stakeholder expectations.
You will provide confident leadership across complex release schedules, manage governance forums, and communicate clearly with senior IT and business leaders. This is a hands on role requiring strong operational discipline, influence, and the ability to manage up. Permanent Full time Location: Parramatta What you'll be responsible for
Strategic & Portfolio Release Management Establish and embed consistent release governance and processes across multiple portfolios and departments Own the enterprise wide IT Release Calendar, coordinating inputs from multiple release managers and technology teams Forward plan release windows and cycles across a complex portfolio Prepare and deliver release reporting to Steering Committees and senior stakeholders Negotiate, plan and manage release activities to meet delivery, risk and quality expectations
Operational Release Delivery Manage the end to end release lifecycle across development, test and production environments Lead Release Readiness Reviews, milestone checkpoints, and Business Go/No Go decisions Coordinate and lead Go Live activities, deployment plans and checklists Participate in CAB forums, managing scope, dependencies and risks Maintain a central release repository including build procedures, dependencies and communication plans Drive continuous improvement of release management practices
Stakeholder & People Leadership Work collaboratively with developers, testers and delivery teams across locations Facilitate cross functional coordination between technology, operations and business teams Build strong relationships with internal partners and external vendors
Governance, Risk & Compliance Manage a wide range of releases including applications, infrastructure, OS patches, security updates and major projects Identify and manage risks impacting release scope, schedule or quality Coordinate release content across service requests, third party systems and platform upgrades
What you'll bring Required Skills and Experience 5-10 years' experience in an IT operations, systems analysis or development environment 3+ years' experience in Release Management and/or Project Management Strong understanding of the software development lifecycle Proven experience coordinating complex, cross functional delivery teams Excellent stakeholder management, communication and reporting skills Strong analytical mindset with the confidence to challenge and manage senior stakeholders Bachelor's degree in Computer Science or a related discipline
Highly desirable: Experience in release / project management across enterprise platforms such as PEGA (Systems of Record), API-based integrations, and Digital/Mobile application ecosystems (iOS/Android), including app store deployment models Experience managing releases for Java-based applications and products, with strong understanding of middleware, integration services, and distributed system architectures Some of our Employment Benefits Flexible and Hybrid 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 Company purpose. 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 at 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. How to apply Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. 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 including police and employment history checks prior to commencement of employment
Description
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 to join our superannuation contact centre team. In this role, you'll be the go-to expert for resolving complex member queries, supporting stakeholders, 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 support work-life balance with a hybrid setup: 2-3 days in our Parramatta office, the rest from home! Note: This is a 6 month fixed-term contract. 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 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 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 collaborative spirit and commitment to team success Ability to commit to 4 weeks' full-time training onsite. Why Join Us? 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
