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About the Role
Join a leading organisation as a Contact Centre Superannuation and Investment Service Consultant, where you'll play a key role in helping members navigate their superannuation and investment journey with confidence. This role offers multiple permanent opportunities to build your career in financial services while delivering exceptional customer experiences. You'll be the first point of contact for member enquiries, providing clear, empathetic, and compliant support, processing policy-related requests, and helping customers understand the products and services available to them. Full training is provided, with office attendance required for the first week before transitioning to a flexible one day per week in the office arrangement. In this fast-paced and rewarding role, you'll combine strong communication skills, attention to detail, and problem-solving ability to deliver high-quality outcomes for members. You'll confidently manage a variety of enquiries across superannuation and investment policies, accurately process transactions, and work across multiple systems while meeting service, quality, and compliance standards. As part of a collaborative and high-performing team, you'll also contribute to continuous improvement initiatives, support knowledge sharing, and help create positive member experiences that balance efficiency with genuine care. We're looking for customer-focused professionals with experience in a contact centre, superannuation, investments, or broader financial services environment who thrive in dynamic settings and enjoy making a difference. If you're an excellent communicator, enjoy solving problems, can manage competing priorities, and are passionate about delivering outstanding service, this is an opportunity to join a supportive team that values development, collaboration, and long-term career growth.
Responsibilities
- Deliver exceptional customer experiences by handling inbound superannuation and investment enquiries with professionalism, empathy, and confidence.
- Accurately process policy transactions and member requests while maintaining compliance, quality, and service standards.
- Provide clear and easy-to-understand guidance that helps members make informed decisions about their superannuation and investment products.
- Resolve member issues efficiently, identifying solutions and escalating complex matters when required.
- Manage high-volume workloads across multiple systems while maintaining accuracy and attention to detail.
- Build trust with members by protecting privacy, maintaining confidentiality, and ensuring positive outcomes in every interaction.
- Contribute to team performance objectives by consistently achieving call quality, productivity, and service level targets.
- Share ideas and insights that improve processes, enhance operational efficiency, and reduce risk.
- Support a collaborative team culture through knowledge sharing, cross-skilling, and peer support.
- Continuously develop your product, system, and industry knowledge to deliver outstanding service and expertise.
Requirements
- Previous experience in a contact centre, customer service, superannuation, investments, banking, insurance, or broader financial services environment.
- A passionate customer advocate who is committed to delivering exceptional service and positive member outcomes.
- Excellent verbal and written communication skills, with the ability to explain complex information in a clear and confident manner.
- Strong attention to detail and accuracy when processing member requests and maintaining data integrity.
- Ability to manage competing priorities and perform effectively in a fast-paced, high-volume environment.
- A proactive problem solver who can assess situations, make sound decisions, and identify appropriate solutions.
- Comfortable navigating multiple systems and digital tools while managing customer interactions efficiently.
- Resilient, adaptable, and capable of maintaining a professional approach in challenging situations.
- A collaborative team player who enjoys sharing knowledge and contributing to a positive team culture.
- Demonstrated commitment to compliance, confidentiality, and delivering high-quality work standards.
- Provide two references.
- Full working rights.
- Complete police and credit checks through an online provider.
Skills
- Superannuation
- Investment
- Customer Service
- Communication
- Problem-Solving
- Attention to Detail
- System Navigation
Location
- Australia
- New Zealand
Work Type
- Hybrid
- Permanent
Experience Level
- Entry Level
- Mid Level
Benefits
- Career pathways, including local and global mobility opportunities
- Leading Learning Platforms and support in professional development
- Health and Wellbeing Programs
About the Company
- Resolution Life Australasia is part of the Acenda Group, bringing together trusted life insurance brands with a combined heritage of 176 years.
- The Group includes Acenda Life, Resolution Life Australasia, and Asteron Life New Zealand, serving over two million customers with life insurance, wealth protection, and retirement solutions.
- The company's purpose is to help customers and their families live, save, and retire with confidence.
- Resolution Life Australasia is building an inclusive, dynamic, and future-focused business undergoing integration and growth.
- Resolution Life Australasia was founded with a clear mission: to support the long-term growth of the primary life insurance industry and deliver on our commitments to our policyholders, for the benefit of society.
- They serve that mission by acting as a global custodian to the life insurance and annuity industry by providing capital for growth through reinsurance and acquiring and managing portfolios of life insurance companies.
- Their innovative approach ensures promises can be kept, the primary market can grow, and everyone involved can have a secure financial future.
- They pride themselves on innovating fit-for-purpose solutions to customers’ challenges.
- They seek talented, ambitious people who dare to be different in their thinking, willingly collaborate, thrive in a dynamic, agile environment and share the desire to drive change for a better future.
- They aim to offer people a career, not just a job.
Equal Opportunity
- As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process.
- Please feel free to contact our Talent Team directly at talent@resolutionlife.com.au.