Member Services Officer

Job Description

How will you make an impact?

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Are you passionate about making a positive impact to our members dignified retirement?

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As a Member Services Officer, you will be one of the first points of contact for our members, employers and stakeholders, delivering professional, informative and supportive service through the ServicePlus Centre. You will help members navigate their superannuation journey, including key life events, insurance enquiries, retirement options and day-to-day account needs, ensuring every interaction builds trust and confidence in Hostplus.

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The opportunity

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We are looking for a Member Services Officer to join our ServicePlus Centre team within Administration & Insurance. In this role, you will provide high-quality service and operational support across a broad range of enquiries, including fund operations, eligibility criteria, benefit entitlements, contributions, consolidations, beneficiary enquiries, insurance claim support and retirement-related matters.

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You will work with colleagues across the ServicePlus Centre, Claims Team, Financial Planners and other stakeholders to coordinate documentation, support member requests and contribute to a consistent and positive member experience. You will also help meet individual and team quality, productivity, service and lead generation targets while continuing to build specialist knowledge across superannuation, insurance and retirement.

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About you

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You are a proactive, member-focused professional who enjoys helping people, solving problems and building strong relationships. You communicate clearly, take pride in delivering accurate and supportive service, and are comfortable working in an environment where care, quality and attention to detail matter.

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• Previous experience in a customer-focused service environment.
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• A proactive service mindset, with the ability to build and manage relationships.
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• Strong written and verbal communication skills.
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• Knowledge of superannuation and life insurance products, or the ability to develop this knowledge over time.
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• Administrative or support experience in superannuation, financial planning or a similar field will be highly regarded.
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• RG146 certification, or the ability to achieve competency within 12 months of commencement.
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• Resilient, adaptable, and comfortable working in a fast-paced customer-focused environment.
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• Given the collaborative nature of the role, the successful candidate will be required to work onsite five days per week.
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What can we offer you?

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Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

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• We contribute 3% more to your super on top of the standard employer amount
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• A hybrid and flexible work environment
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• Dedicated per person development budget to support your growth
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• Additional paid leave over Christmas and New Year
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• Additional 5 days paid "flex leave", so that you can take time out when you need it
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• 20 weeks paid parental leave
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• Total Wellness Program, including benefits such as free flu shots, comprehensive EAP support, access to medical experts and wellness related events throughout the year
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• Community service leave
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• Salary continuance insurance
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• Access to long service leave at 5 years
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• Access to subsidised financial advice
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Just to name a few!

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About us

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At Hostplus, we passionately provide around 1.9 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

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Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?

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Our commitment to diversity and inclusion

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We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people, our members, and the communities we serve.

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We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us at talent@hostplus.com.au and to let us know how we can support.

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We have a responsibility to act in the best interests of our members. As part of this, all employment offers are subject to the successful completion of pre-employment screening requirements. These include, but are not limited to, a National Police Check, Bankruptcy and Insolvency Check, and verification of qualifications and professional credentials.

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Applicants must also have current and unrestricted work rights in Australia, as sponsorship is not available for this role.