Member Services Specialist

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Job Number:
Work type:
Full Time Permanent
Melbourne (CBD)
Customer Service, Product & Underwriting

About Us

The Guild Retirement Fund provides quality superannuation solutions for over 80,000 members in the allied health and childcare industries. We have more than $2 billion funds under management and are one of the fastest growing specialist super funds in Australia.

We work closely with our members, employers, and industry bodies to provide great-value, innovative super solutions. With our members in mind, we keep things simple to create an excellent customer experience.  

We recognise that 85% of our members are women. We appreciate and respect that many of our members are casual workers and/or work part-time. Therefore, unlike other super funds, this means that working for women is our core focus.

In 2018 The Guild Retirement Fund created SUPERSUPER™, a shop-and-save superannuation program that provides members with a way to contribute to their super that’s not linked to their income. We are seeking a Head of Digital Engagement who can assist with delivering and promoting our award-winning products and services to members and employers.

Your new role

Your days will be full and varied. As a part of our Member Services Team, you’re still a front-line support for our members and employers.

As a Specialist, you will also be responsible for managing escalations and complaints, handling insurance claims and resolving incidents. Your role will draw on your in-depth superannuation knowledge and professionalism so you can jump in and handle things when they occasionally go wrong for our members with confidence. A key focus for you will also be crafting and delivering relevant and clear written communications to our members which you will tailor to their situation and the reasons for your correspondence with them.

You might also be supporting with the occasional training or coaching session, with an eye for picking up on how we can continuously improve and evolve our processes. You’ll also be asked to handle administrative enquiries where needed.    

About you

You are an experienced superannuation member services professional who takes pride in being an expert in your work. You show a proven “member-first” approach, and you have excellent verbal and written skills which you may have already honed while corresponding with members.

Your effective time management and organisational skills will set you up for success in this role, as will your natural ability to find new and better ways for working. Given your experience and confidence in your abilities, you can work well autonomously and take initiative while still being there to support your team.

Ideally, you would have also already handled escalations and complaints from your team and have had some exposure to claims.

Naturally we need someone with great customers service chops, call centre experience and RG146 compliant. Superannuation experience would of course put you into the territory of being a legend!

Why join us?

We pride ourselves on having an inclusive and productive workplace where we treat our people and our clients with fairness, dignity, and respect.

We offer: 

  • Hybrid working (we call this #Connect which reflects how we work remotely + in office and = flexibility)
  • Paid parental leave for eligible staff from 6 weeks
  • An extra day of paid leave in addition to your annual leave entitlements
  • Enhanced long service leave
  • Staff discounts with leading retailers
  • An innovative Employee Assistance Program that provides counselling and support to all staff members and their immediate family
  • Wellbeing initiatives such as health checks and skin checks

Next Steps

Apply online, shoot us through a referral or get in touch with Regina Ocampo from our Talent Team on

You’ll get an email acknowledgement after you’ve applied. We strive to provide a personalised experience for all suitable applicants. 

If you are the preferred candidate, we will ask you to complete background checks (including identity verification and police checks).


Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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