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 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 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 bit, you’ll get to work with an outstanding team of professionals both internally and externally. Internally, you'll collaborate closely with the Member Services Manager, Senior Operations Manager, Risk and Compliance Managers. Additionally, you'll liaise with representatives from the Growth and Marketing teams, ensuring seamless alignment between member services and organisational objectives. You will also work closely with representatives of our Advice and Partnership teams resolving challenging situations to acceptable outcomes.

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 love variety and are keen to develop your skills in a broad role – as a scale team we wear a lot of hats and your role is no exception, incorporating complaints, claims and incidents!
• 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, handling escalated member issues with sensitivity and tact.
• 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.
• Upholds a keen attention to detail and a commitment to maintaining high standards of quality assurance and regulatory compliance.
• Has a couple of years' experience in the superannuation industry, in either a complaints or claims focused role, speaking directly to members, either face to face or over the phones

As the Member Services Specialist you will:

• Work as part of the team in handling complaints, claims and incidents requests within specified SLAs, displaying professionalism and empathy, and ensuring exceptional service delivery and member satisfaction.
• Collaborate across departments to resolve queries effectively
• Act as an important liaison with key stakeholders, ensuring effective communication and satisfactory outcomes for all parties involved.
• Stay updated on regulatory trends and changes, anticipating and navigating them successfully within the company
• Adhere to call handling guidelines and other quality assurance measures to maintain our standards of quality and regulatory compliance

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 all genders
• 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