About Future Group

Future Group is not your traditional financial services company – we're a collective of super funds and services committed to changing our planet now for a better tomorrow. When you join us, you’ll become part of a team united by a clear and important mission: to lead the investment movement by advocating and campaigning for a future worth retiring into.

We are looking for someone to join our purpose-led high-growth scaleup and become the cornerstone of our member services excellence. As a Senior Member Services Specialist, you will be at the forefront of ensuring unparalleled member satisfaction and engagement. Your role will involve working as part of a dynamic team, resolving escalated member issues with finesse, and championing the implementation of best practices to elevate our service standards. Your north star is to drive transformative change in member experiences, fostering a culture of empathy, innovation, and excellence that sets us apart in the industry.

And the best part is, you’ll get to work with an outstanding team of professionals both internally and externally. You'll collaborate closely with the Member Services Manager, Senior Operations Manager, Risk and Compliance Managers. You'll liaise with representatives from the Growth and Marketing teams, ensuring seamless alignment between member services and organisational objectives, as well as with representatives of our Advice and Partnership teams resolving challenging situations to acceptable outcomes. Externally, you'll engage with Superannuation Members, Members’ Third Party Representatives, Employers, Outsourced Administration Providers and the Trustee office, building strong relationships and delivering exemplary service to our valued stakeholders. With such a diverse and supportive network, you'll thrive in an environment where collaboration and teamwork are at the heart of everything we do.

We strongly encourage applications from people with diverse lived experience and identities, as the problems we face are complex, and the more diverse our team is, the better our solutions become. We are a team that is all about building a strong workplace culture, that's not only diverse, but competent. We are always learning and doing better together, and holding ourselves to account on our values.

Future Group values lived experience and we encourage applications from people with Aboriginal and/or Torres Strait Islander backgrounds, who have caring responsibilities, from culturally and racially marginalised groups, people with disability, people who experience ageism, LGBTQIA+ people, and people who experience social exclusion because of their social class.

If you require any adjustments throughout the recruitment process, please reach out to our talent team at [email protected]. We want to ensure our recruitment process is equitable for all, and we’ll happily make any reasonable adjustments where required.

You’ll love this job if:

• You find superannuation opaque and frustrating, if you had the chance to revolutionise the industry to be better for people, you would
• You love sharing your ideas and seeing what happens. At this scale-up, you're not just a small fish in a big pond. Your contributions have a direct influence on our impact and how we work
• You like to be kept on your toes - change is inevitable here. You like to tackle new challenges, and maybe even discover talents you never knew you had
• You have a passion for delivering exceptional customer service and possess excellent communication skills.
• You are empathetic and can maintain professionalism in challenging situations.
• You excel at problem-solving and can adapt to changing environments with resilience and creativity.
• You enjoy working collaboratively with diverse teams and are committed to driving continuous improvement and innovation.
• You have a keen eye for detail and are dedicated to upholding high standards of quality and compliance.

We’re looking for someone who:

• Believes in Future Group’s mission and has a passion for moving Australia’s money out of fossil-fuels and into renewable energy
• Believes in using the power of money to build a sustainable and equitable world
• Possesses excellent communication skills, both verbal and written, to effectively engage with stakeholders at all levels.
• Exhibits empathy and professionalism, particularly in handling escalated member issues with sensitivity and tact.
• Puts their hand up to take on new tasks and responsibilities. You’re willing to go out of your comfort zone at times and learn new skills.
• Showcases strong problem-solving abilities, capable of identifying root causes and implementing effective solutions.
• Embraces adaptability and resilience to navigate changing regulatory environments and evolving member needs.
• Thrives in a team-oriented environment, fostering collaboration and driving cross-functional initiatives.
• Displays strategic thinking, providing valuable input into product and service development based on member feedback and industry trends.
• Upholds a keen attention to detail and a commitment to maintaining high standards of quality assurance and regulatory compliance.

Some nice-to-haves but are not essential are:

• Experience in the financial services industry or familiarity with superannuation products.
• Previous experience working in a remote-first or distributed team environment, demonstrating adaptability to virtual collaboration tools and practices.

As the Senior Member Services Specialist you will:

• Work as part of the team in handling a wide range of service requests within specified SLAs, ensuring exceptional service delivery and member satisfaction.
• Take charge of resolving escalated member inquiries and issues with senior-level expertise, employing empathy and professionalism to address complex situations effectively.
• Collaborate across departments to streamline processes and enhance member services, fostering a culture of collaboration and continuous improvement.
• Act as an important liaison with key stakeholders, ensuring effective communication and satisfactory outcomes for all parties involved.
• Provide guidance for team members on handling escalated issues, professional development, and adherence to quality assurance measures.
• Stay updated on regulatory trends and changes, proactively identifying and mitigating risks to ensure compliance with industry standards and regulations.
• Contribute to the development and implementation of best practices for member engagement and satisfaction, leveraging insights from member feedback and industry trends.
• Provide strategic input into product and service development initiatives, based on a thorough understanding of member needs and preferences, to drive organisational growth and success.

Don’t tick all the boxes?- that’s okay, we like thinking outside the box anyway. We value skills, passion and who you are over what you’ve done or where you’ve studied. So if this job strikes a chord, we want to hear from you!

Why would you enjoy working at Future Group?

• A purpose-driven organisation - spend your days working on making this world a better place! The more we grow, the bigger the impact we are making on climate change and inequality
• A B Corp organisation that cares about how it behaves inside and out
• AFR’s Best Place to Work 2022 for the banking, superannuation and financial services sector
• Flexibility to fit work into your life (not your life around our work). School drop-offs/pick-ups and lunch-time gym sessions are a thing here
• The choice to work from home, from one of our co-working spaces, from anywhere within Australia or even from overseas (for a short period of time)
• The potential to own a piece of the Future Group pie with our unique Employee Share Ownership Program (with some fineprint)
• Fun company-wide events
• Progressive, people-focused policies and benefits including Menstrual and Menopausal Leave, Public holidays swaps, Cultural Leave, Mental Health Leave and Gender Affirmation Guidelines and Leave (you can check them out here)
• We offer employee network groups for people from diverse backgrounds: SuperGenders for cisgender women, trans men and women and non-binary folks; SuperGlobal for culturally diverse folks; and SuperPride for LGBTQIA+ folks. The groups are a safe, supportive space for people to share experiences and ideas
• An inclusive parental leave package, with 20 weeks’ paid parental leave for birthing and non-birthing parents
• A laptop you can use to work remotely plus an allowance to make your working from home setup comfortable
• Other perks such as access to our Employee Assistance Program (EAP), the ability to purchase leave, novated leasing arrangements for electric vehicles, and a few more to find out

Questions? Reach out to our Talent team at [email protected], using the subject line: Senior Member Services Specialist enquiry via EthicalJobs.