Join a leading Australian superannuation fund and play a key role in supporting members through one of life's most important financial stages - retirement. This is not your typical call centre role - you'll work in a mature, trusted environment where conversations matter more than call times. You'll have the space to truly connect with members, understand their retirement goals, and guide them with empathy, expertise, and care. The Opportunity: As a Member Engagement Consultant, you'll handle a mix of inbound and outbound calls with existing and prospective members, focusing on retirement and retention conversations. You'll provide general advice, educate members about their options, and ensure they remain confident and supported in staying with the fund. You'll join a small, collaborative in-house contact centre that's in growth mode, as the fund transitions away from an outsourced administrator. It's a great time to join a team shaping the future of member engagement and retention. What You'll Be Doing: Proactively contact members to discuss their retirement goals and identify retention triggers. Handle inbound retirement-related enquiries with care and professionalism. Provide general (non-personal) advice within RG146 scope. Build strong rapport with members through meaningful, tailored conversations. Support retention and acquisition objectives through quality service and education. Collaborate closely with internal teams including Retirement Concierge, Advice, and Service Operations. Accurately document all interactions using internal systems and processes. What We're Looking For: RG146 (Superannuation) qualified - or insurance experience with RG146 desirable. Background in superannuation or insurance customer engagement. Strong ability to identify customer needs and guide them towards appropriate solutions. Commercial mindset with genuine care for members' outcomes. Growth mindset - curious, proactive, and eager to learn. Confident working autonomously in a trusted, mature environment. Why You'll Love It: Genuine member focus - no hard sales, no call time pressure. Trusted, autonomous culture - focus on doing the right thing for members. Hybrid flexibility - work from home 3 days a week once up to speed. Supportive leadership - hands-off management style, full trust in the team. Be part of change - join as the fund transitions from outsourced to in-house contact centre operations. Details: Term: 12-month fixed-term contract Location: Melbourne-based hybrid (2 days office / 3 days home) Hours: Full-time (standard business hours, flexible rostered shifts) If this sounds like an exciting role for you, then please apply now!
