Member Solutions Consultant
Hcgh Cx_3001 · Brisbane, Australia · hybrid
We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Member Solutions Consultant in our Member Centre, you’ll help members navigate their super, answer questions and provide guidance when it matters most, while building your career through structured training and development. Based on the Sunshine Coast, you’ll join a supportive Member Services team focused on delivering great member experiences.
You’ll help with account, product and legislation enquiries, as well as providing General Advice where suitable. By listening carefully and understanding each member’s needs, you’ll empower them to learn more about their super and make informed decisions about their financial future.
You’ll often support members through significant life events or periods of hardship, so empathy, patience and a genuine commitment to delivering a great member experience will be important.
This role is a permanent opportunity and is based at Sunshine Coast University Hospital.
Day to day, you'll:
- Support members, employers and external financial advisers across multiple contact channels.
- Respond to account, product and superannuation legislation enquiries.
- Provide General Advice where suitable and within the requirements of your role.
- Listen carefully to understand members’ individual circumstances and needs.
- Help members understand how they can make the most of their super and retirement savings.
- Support members with empathy and patience through life-changing events and periods of hardship.
- Deliver clear, accurate and positive member experiences.
- Work within a structured, rostered environment to ensure members receive support when they need it.
It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:
- You have customer service experience in an environment such as retail, hospitality or a contact centre.
- Your approach puts the customer first, with a genuine desire to understand and respond to their needs.
- You'll have an aptitude for learning and feel comfortable adapting to change.
- You're an attentive listener who can support members through life’s highs and lows with empathy.
- You bring resilience and patience to peak periods and high-pressure situations.
- Your communication is clear and concise, with strong written, verbal and interpersonal skills.
- You'll be comfortable influencing outcomes and navigating conflict or challenging conversations.
- You're comfortable using workplace technology and learning new digital systems.
- You enjoy working in a structured environment where your team and members rely on you being available at the right time.