General Advice Specialist
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Skills
About the role
- Support Retire360’s purpose by delivering accessible, high-quality general advice that helps members understand their superannuation and retirement options.
- Deliver consistent general advice across participating client funds and channels to support a scalable, member-first service.
- Provide feedback and observations on member education, referrals and service processes to support continuous improvement activities led by others.
- Provide structured general advice and education on superannuation and retirement-related topics.
- Provide general advice, ensuring all required disclosures and warnings are delivered in line with regulatory and organisational requirements.
- Understand and clarify member enquiries while maintaining the boundaries of general advice.
- Explain product features, benefits, risks and general strategy concepts in a clear and balanced manner.
- Identify personal advice needs, complex circumstances, vulnerability, complaints and financial hardship, and refer appropriately.
- Promote and facilitate referrals to personal advice services where suitable.
- Deliver professional, inclusive and empathetic member service tailored to varying levels of financial literacy.
- Maintain accurate records and comply with all risk, compliance and governance requirements.
- Support positive member outcomes by enhancing understanding of superannuation and retirement options.
- Manage inbound and outbound member interactions, completing all associated administration within agreed service standards and workforce requirements.
- Maintain accurate and comprehensive records of member interactions, advice notes, disclosures, referrals and outcomes within approved systems and platforms.
- Provide required documentation, including Financial Services Guides and other regulatory disclosures, in accordance with approved processes.
- Use only current and approved tools, calculators, product information, knowledge resources and operational procedures.
- Achieve agreed quality, productivity and service metrics while prioritising member outcomes and adherence to advice boundaries.
- Work is performed under regular supervision with discretion limited to interpreting and applying established procedures.
- Meet defined quality and productivity targets as monitored through call reviews, calibration and compliance checks.
- Participate in business initiatives, campaigns or process changes as directed to enhance member experience and operational effectiveness.
- Complete initial and ongoing training, assessment, accreditation and continuing professional development relevant to the role and authorised advice scope.
- Maintain current knowledge of superannuation, retirement, product and regulatory requirements relevant to approved general advice topics.
- Actively participate in coaching, call calibration, quality review and feedback activities, and promptly implement agreed improvements.
- Share member insights, recurring enquiry themes, referral quality observations and process issues with leaders to support service improvements.
- Support colleagues by sharing information, assisting with workload peaks and contributing to team goals.
- Actively respond to coaching and feedback to maintain high service and compliance standards.
- Actively contribute to a collaborative and supportive team culture.
- Provide financial product advice only within the authority, competency and scope approved for the role and the relevant Australian Financial Services Licence.
- Maintain a clear boundary between factual information, general advice and personal advice, and refer members when their request requires consideration of personal circumstances or a personal recommendation.
- Comply with applicable laws, licence obligations, policies, procedures, product governance requirements, approved scripts and client-fund arrangements.
- Protect member information and comply with privacy, confidentiality, information security, record-keeping and identity-verification requirements.
- Promptly identify, record and escalate incidents, breaches, complaints, conflicts of interest, errors and emerging risks through approved channels.
- Escalate any uncertainty about scope, member circumstances or advice content to a Team Leader or authorised adviser.
- Apply ethical standards and ensure fair, appropriate and member-focused outcomes in every interaction.
- RG 146-compliant knowledge and skills relevant to the financial products and general advice scope of the role, or the ability to complete required accreditation before providing advice.
- Experience in superannuation, financial services, member services, contact centres or advice operations is desirable.
- Working knowledge of superannuation and retirement concepts, with the ability to explain complex information simply and accurately.
- Strong verbal communication, active listening and questioning skills, with confidence conducting structured telephone and digital member conversations.
- A genuine commitment to member outcomes, ethical conduct, inclusion, teamwork, learning and continuous improvement.
- Resilience, adaptability and openness to coaching, feedback and change.
- Sound judgement and discipline in recognising and maintaining general advice boundaries.
- High attention to detail and accurate, timely record keeping.
- Ability to work within structured procedures, quality controls, schedules and service standards while managing competing priorities.
- Comfort using customer relationship, workflow and advice systems. Experience with Xplan or comparable platforms is desirable.
Some of our Employment Benefits
- FlexiWorks – enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
- Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
- Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft
- Novated Car Leasing
Culture at MUFG Pension & Market Services
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.
Background Checks
Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.