Job Description

Overview

Provide exceptional service to all stakeholders while maintaining quality standards to ensure Service Level Agreements are met

Key Accountabilities and Main Responsibilities

• Provide superior customer service to members, trustees and all stakeholders by processing requests within agreed timeframes and quality levels.
• Ensure the provision of high quality service on all telephone enquiries.
• Action designated inbound correspondence within required SLAs.
• Process and complete all assigned operations - including Form 6/Information requests, procedural fairness requests, payment splits upon receipt of final Agreements or Orders, emails and follow ups.
• Assist in reporting preparation as required.
• Ensure compliance with all legislative, financial and fund specific procedures to minimise any risk to the business. Quality review work to minimise rework of tasks and maintain high quality standards.
• Communicate effectively with internal and external stakeholders to resolve enquiries.
• Suggest and identify improvements that will aim to increase efficiency and quality standards across the business.
• Participate as a positive member of the team by co-operating with others to achieve the team’s goals.
• Liaise with internal and external stakeholders on matters to meet required timeframes

Experience & Personal Attributes

• Strong customer service philosophy, being professional, approachable and accommodating to internal and external clients.
• Confident communication skills (verbal and written) when dealing with internal and external clients.
• Demonstrated can-do attitude, with a willingness to assist the team to achieve the required outcomes.
• Ability to undertake tasks and requests through to completion, seeking clarification when needed.
• Ability to work independently with minimal supervision.
• Good organisational skills with the proven ability to prioritise work to meet required deadlines.
• Strong attention to detail, always self-reviewing work prior to completion or submission.
• Understanding the importance of maintaining confidential information.
• Good understanding of relevant Superannuation legislation and industry knowledge.
• Sound knowledge of MS Office and other software packages.
• High levels of data entry and processing.

MUFG Pension & Market Services is 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.