Trustee Support Specialist

The Trustee Support Specialist contributes to the achievement of the team’s objectives by providing a specialist service to the staff from the Trustee.
Primary Role:
The primary role of the Trustee Support Specialist is to provide specialist assistance to the Trustee. This involves the investigation and management of escalations for the Trustee’s office within Link.
Secondary Role:
The secondary role of the Trustee Support Specialist is to provide assistance to other team members or teams or to undertake other tasks as requested by the team Manager. From time to time, this may also involve the coaching and development of other team members and supporting the Senior Trustee Support Specialist
Key Accountabilities and main responsibilities
Strategic Focus

• Follow through on issues identified by our internal and external stakeholders, by involving other staff where necessary, to achieve a result to the satisfaction of all parties.
• Respond to escalations and enquiries received from the trustee office for administration and service related matters
• Analyse enquiries to identify recurring themes and trends and report these to management to assist with continuous improvement
• Investigate enquiries and take ownership until the matter has been resolved
• Create and nurture excellent working relationships with all stakeholders both internal and external
• Compile and manage reoccurring and adhoc reporting within the team
• Undertake additional tasks and projects as reasonably requested by team Manager or Senior Trustee Support Specialist
• Identification and reporting of issues
• Managing the rectification of the issue from end to end ensuring regular (hour / daily / weekly as required) feedback to management
• Timeliness of resolution
• Follow through with all parties
• Good communication internally and with all external stakeholders
• Upholding professionalism and service
• Ensure timely and professional communication to the Trustee as required

People Leadership

• Provide guidance, support and coaching to members within the team
• Develop, implement and maintain effective communication strategies to ensure your team members are kept up to date with any changes to procedures, legislation or corporate issues.
• Actively participate in team meetings and staff meetings

Governance & Risk

• Ensure the efficient and effective resolution of escalations, ensuring escalations are resolved in line with Fund Business Rules and the Administration contract
• Identify internal/external training gaps and provide feedback as required
• Identify, report and participate in action plans to address risk issues.
• Participate in and adhere to the risk management processes in place within Link, for the team, and for the broader client base.
• Ensure all tasks within the team are performed in accordance with defined quality standards.
• Support, promote and contribute to continuous improvement of quality assurance.
• Ensure Procedures are updated promptly whenever it is found that procedures are out of date

Experience & Personal Attributes

• 2 years+ in a superannuation role, or in a related role that will enable the duties to be efficiently undertaken and/or
• RG146 – preferable
• This role requires the incumbent to have the ability to:-
• Provide guidance and coach other team members to achieve set targets
• Excellent analytical, communication, investigation and trouble-shooting skills
• Build and maintain strong internal/external working relationships
• A passion for delivering superior customer service
• Strong knowledge of the business and business practices
• Identify and clarify client priorities, proactively resolving issues to their satisfaction.
• Handle sensitive issues as well as managing in meeting client expectations.
• Numeracy, accuracy, attention to detail

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.