Join to apply for the Member Services Consultant role at MUFG Pension & Market Services2 weeks ago Be among the first 25 applicantsJoin to apply for the Member Services Consultant role at MUFG Pension & Market ServicesA 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.The RoleYou will be the first point of Member contact for a range of superannuation and retirement inquiries, including technical support and fund product information in a professional and customer focused manner.The role requires you to explore the needs of members beyond their initial enquiry, with the aim of offering products and services to add further value to member’s superannuation and retirement accounts. This may also entail generating referrals to other areas of our business. You will be required to handle inbound calls, make outbound calls and additionally respond to email and written correspondence. Furthermore, there is an opportunity for growth in the Click to Chat service.Key Accountabilities and Main ResponsibilitiesDeliver high quality customer service on inbound and outbound callsServicing members through a number of other channels such as email, written correspondence and Click to chatProvide efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution to ensure an outstanding member experienceIdentify opportunities with callers to provide information regarding “value add” services and conduct needs based conversationsAchievement of all Key Performance Indicators and internal Service Level agreementsParticipate in formal and informal team based trainingDemonstrate flexibility to alter shifts to meet operational demandsPositive participation in the team and team meetings to discuss and share ideas and achievement of team goalsPositive representation of company by living the MUFG pension & Market Services Core ValuesDemonstrate a proactive approach to independent learningSupport peers and colleagues in delivering results, working closely with colleagues within the Contact Centre and the broader MUFG Retirement SolutionsWork with Technical specialists and Team Leader to improve personal capability to increase skills via delegated responsibilities/projects and to make recommendations for process improvements or best practice initiativesAdhere to all legislative requirements, company Privacy and Financial advice policy and proceduresExperience & Personal AttributesPrevious experience in a Contact Centre or a similar role specialising in complex products/servicesComputer literate and strong keyboard skills (Excel, Word)Proven track record of delivering results/KPIs, i.e. average handle time, quality, adherence, referrals, cross-sellingDemonstrate professionalism and a strong customer service ethicExcellent telephone and verbal communication skills and a pleasant phone mannerA genuine passion for customer serviceAbility to work under pressure and maintain set target levelsOpenness to feedback and willingness to develop professionallyExcellent problem-solving abilityExperience working in a successful team environmentAttention to detail and accuracyA desire to work in the superannuation industrySome of our Employment BenefitsFlexiWorks – enabling our employees to work in the office and at homePurchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leaveEmployee Recognition Program - to recognise people who are demonstrating our values and Company purposeTalent Referral ProgramSalary Sacrificing via SuperannuationEmployee Assistance ProgramLearning & Development - Development at your fingertips via self-paced learning, including educational assistance supportEmployee discounts – Access discounted rates and offers from a variety of providers including Bupa and MicrosoftNovated Car LeasingWe 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 applyReady 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. 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