Superannuation and Retirement Specialist (Inbound Voice)

About the role

Equip Super, a profit-to-member industry superannuation fund serving members across Australia, is adding several Superannuation and Retirement Specialist (Inbound Voice) roles to its Service Operations division. The role delivers high-quality member and employer services across all enquiry types, products and member segments, with a primary focus on inbound voice enquiries taken through to resolution. It is based in Melbourne but serves a national member base during operating hours of 8:30am to 7:00pm, Monday to Friday.

Key responsibilities

• Manage inbound voice enquiries and take ownership of them through to resolution
• Engage in needs-based conversations to support retention and identify value-add opportunities
• Guide members to relevant products or services
• Maintain accurate records across systems
• Support colleagues across service channels when needed

Required profile

• Customer-first mindset with experience in service delivery and administration
• Strong communication skills and ability to simplify complex information
• Confidence handling a broad range of enquiries, including sensitive conversations and complaints
• Resilient, collaborative and committed to quality outcomes
• RG146 certification is advantageous but can be gained with support

The recruitment process includes a one-way video interview and in-person interviews at the Bourke Street office. Applications are handled internally; unsolicited CVs are not accepted.