Job Description

To provide exceptional customer service to internal and external stakeholders by providing support for Member, Employer and trustee facing online solutions.

Key Accountabilities and main responsibilities

Strategic Focus

• Investigate all production support issues for supported products
• Liaise with internal and external stakeholders to resolve production issues
• Conduct verification testing following the deployment of changes to supported products.
• Escalate all client issues in a timely manner
• Provide SME and product owner support to BAU and Project teams for supported products.
• Deliver a level of service that meets or exceeds customer expectations by:
  • Meeting all agreed service standards including internal deliverables effectively with other teams within MPMS, to ensure quality client servicing
  • Managing interactions with Trustees, Fund employees & business representatives in a professional manner

People

• Participate as a positive member of the team by co-operating with others to achieve the team’s goals

Governance & Risk

• Ensure compliance with all legislative, policy, and procedural requirements.

Experience & Personal Attributes

• Excellent communication skills – written and verbal correspondence
• Demonstrated skills in customer service
• Good problem solving abilities
• Strong attention to detail
• Excellent relationship building skills to address and respond to member and client requests
• Able to address problems and commit to follow through
• Focused on continuous improvement
• Coaching and mentoring other staff to assist in learning and development
• Be an effective team player
• Strong Microsoft Office suite skills
• Understanding of relevant Superannuation legislation and industry knowledge
• Understanding of the MPMS member and employer facing applications

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.