Job Description

Start your career with a global business that helps millions of Australians secure their financial future.

At MUFG Pension & Market Services, you’ll join a supportive and inclusive team within Australia’s leading superannuation administrator. No prior superannuation or insurance experience? No problem. We provide full training, clear career pathways, and the opportunity to build valuable skills in a fast‑paced, purpose‑driven industry — all backed by the strength of a global financial institution.

About the role

As an Insurance and Claims Customer Service Officer, you’ll be the first point of contact for members, claimants and solicitors, supporting them through insurance‑related enquiries and claims. This is a phone‑based role where empathy, accuracy and ownership are key — particularly when assisting customers during sensitive or emotional moments.

You’ll be part of our Insurance & Claims Contact Centre, working collaboratively with your team to deliver an exceptional customer experience while meeting operational targets.

What your day will look like

• Handle inbound and outbound calls from members, claimants and solicitors regarding insurance and claims enquiries
• Provide timely, accurate updates on insurance claims and explain processes in clear, easy‑to‑understand language
• Take ownership of enquiries and aim for first‑call resolution wherever possible
• Demonstrate empathy and professionalism when supporting customers through complex or sensitive situations
• Build and apply your knowledge of insurance claims processes, policies and procedures
• Meet individual and team KPIs, including quality, productivity and service standards
• Contribute positively to team meetings, knowledge sharing and continuous improvement initiatives
• Work collaboratively with leaders and colleagues across the Contact Centre and broader MUFG business

What we’re looking for

This role is ideal for someone starting their career in financial services or customer service.

You’ll bring:

• Strong customer service skills and a genuine focus on delivering a positive member experience
• Ability to work full time hours on a rotating roster from 8am to 6pm
• Excellent verbal and written communication skills with a confident, friendly phone manner
• The ability to explain complex information clearly and accurately
• Empathy, resilience and professionalism when handling sensitive or challenging calls
• A reliable, punctual work ethic and the ability to work in a structured, target‑driven environment
• Problem‑solving skills and a proactive approach to learning
• Intermediate computer skills (MS Office) with strong attention to detail and accuracy
• Comfort working across digital systems and platforms
• An interest in building a long‑term career within the superannuation and insurance industry

Some of our employment benefits

• Flexible working with a hybrid office/home model – 4 months onsite training initially
• Purchased leave, parental leave, volunteer leave, gender transition leave and wellbeing leave
• Employee Recognition Program aligned to our values
• Talent Referral Program
• Salary sacrificing via superannuation
• Employee Assistance Program
• Learning & Development support, including self‑paced learning and education assistance
• Employee discounts with providers such as Bupa and Microsoft
• Novated car leasing

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.