Member Services Officer

Job Description

As a Member Services Officer, you will be the face of Hostplus and a trusted first point of contact for our members. Working within our ServicePlus Centre network, you will deliver exceptional service and support across a broad range of enquiries including superannuation, insurance, retirement and account-related matters.

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Through face-to-face, phone and digital interactions, you will help members navigate important financial decisions, support them through key life events and deliver outcomes that make a genuine difference. You will also contribute to the ongoing success of the ServicePlus Centre by maintaining high service standards, building strong member relationships and identifying opportunities to enhance the member experience.

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This role is an excellent opportunity for someone looking to establish a long-term career within the superannuation and financial services industry. You'll receive ongoing training, exposure to a wide range of member needs and the opportunity to develop specialist knowledge while being part of a growing national team.

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How will you make an impact?

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Do you want a career where the work you do every day helps Australians retire with confidence?

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As a Member Services Officer, you'll play an important role in delivering the outstanding service and support that Hostplus is known for. Every interaction is an opportunity to build trust, provide guidance and help members make informed decisions about their superannuation journey. By supporting members through key life events, navigating complex processes and delivering exceptional service, you'll contribute directly to positive member outcomes and help bring the Hostplus brand to life.

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The opportunity

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This is an exciting opportunity to join our growing ServicePlus Centre network and build a rewarding career within the superannuation industry.

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As a Member Services Officer, you will:

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• Support members across a wide range of enquiries including superannuation, insurance, retirement and account transactions.
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• Deliver exceptional service through face-to-face, phone and digital interactions.
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• Assist members to navigate complex processes, providing clear information and support throughout their journey.
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• Work closely with a collaborative national team focused on member outcomes and service excellence.
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• Develop specialist industry knowledge and gain exposure to broader areas of the fund.
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Whether you're already working within financial services or looking to transition into industry superannuation, this role provides an excellent platform for growth and development within Hostplus.

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About you

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We're looking for someone who genuinely enjoys helping people and delivering exceptional customer experiences.

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You will bring:

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• Administrative or support experience in superannuation, financial planning or a similar field will be highly regarded but is not essential.
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• Outstanding communication and interpersonal skills.
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• A strong customer service mindset and ability to build rapport with a diverse range of people.
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• Curiosity, learning agility and the ability to quickly understand new concepts and processes.
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• Strong attention to detail and the ability to manage competing priorities.
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• A proactive and team-oriented approach to work.
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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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Experience in superannuation, insurance or financial services will be highly regarded but is not essential. We would also love to hear from candidates with experience as a Client Service Officer (CSO), Advice Administrator, Practice Support Officer or similar customer-focused roles who are looking to take the next step in their career.

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Most importantly, we're looking for individuals with the right attitude, a willingness to learn and a passion for making a difference for our members.

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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.