Customer Care Specialist

Australian Ethical Investment

Customer Care Specialist at Australian Ethical overseeing member complaints and enhancing member experience in a hybrid environment. Requires experience in superannuation/managed funds or insurance.

Posted 4/30/2026contractSydney • 🇦🇺 AustraliaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Manage member complaints end-to-end, ensuring fair outcomes and compliance with legislative requirements
Support day-to-day service delivery by partnering with outsourced administrators to meet performance metrics and resolve operational issues promptly
Provide regular management reporting, including trend analysis and recommendations to optimise service performance and client outcomes
Manage incidents and controls, including SuperMatch fraud monitoring, investigation, resolution and summary reporting
Understand, assess and implement regulatory and process changes impacting superannuation operations
Support the Trustee Office with superannuation operations activities and related administration
Optimising operational excellence and the client experience by identifying opportunities and promoting a culture of continuous improvement
Contribute to business projects and provide flexible support across the Service & Delivery team, including member servicing via phone, email and digital channels

Requirements

What you’ll need

2+ years’ experience in a client service/complaints role in superannuation/managed funds or insurance.
Working knowledge of SIS legislation and the ability to interpret legislative and regulatory requirements
Broad understanding of financial services administration systems and processes
Sound written and verbal communication, negotiation and problem-solving skills, with a member-first approach to achieving fair outcomes.
Proficiency with standard office software and financial management systems, and demonstrated high level understanding and ability to use Microsoft Excel to analyse and interpret data
Ability to work independently and collaboratively with team members across varying disciplines, contributing to continuous improvement initiatives.
Strong organisational skills to prioritise competing demands and deliver outcomes within tight timeframes
Proven experience improving complaint handling and enhancing member experience through quality monitoring, and contact centre capability uplift
Relevant qualifications (including RG146) are desirable.
Alignment with and demonstration of organisational values – Authenticity, Action, Connection, Curiosity and Empathy

Benefits

Comp & perks

Hybrid work arrangements
Wellbeing program that includes an extra 5 days of leave above statutory requirement
Purpose aligned volunteer days
20 days paid annual leave with an additional 3 paid days of annual leave over the Christmas period

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

complaints managementtrend analysisfraud monitoringregulatory compliancefinancial services administrationdata analysiscontinuous improvementperformance metricsincident managementsuperannuation operations

Soft Skills

communicationnegotiationproblem-solvingorganisational skillscollaborationmember-first approachflexibilityindependenceadaptabilitycustomer service

Certifications

RG146