Accumulation and Retirement Services Representative

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HESTA seeks an Accumulation and Retirement Services Representative in Melbourne, full time onsite, to serve as the central liaison between HESTA and the fund administrator GROW for accumulation and pension products. The role manages escalations, drives process improvement, updates documentation, and strengthens regulatory compliance while keeping member outcomes front and centre. The ideal candidate brings hands-on superannuation operations experience, SIS Act knowledge, strong analytical and communication skills, and proficiency with MS Office and administrator platforms; a tertiary degree and RG146 compliance ideally in progress. Tips: tailor your CV with concrete examples of resolving escalations within tight timeframes, improving processes, and managing reporting; highlight collaboration across teams and your readiness to hit the ground running. We value diversity and provide adjustments on request.

Careers with Impact

More than one million Australians trust us with their money, and that trust shapes how we work every day. Our members sit at the centre of everything we do, guiding our decisions and the impact we strive to make.
We’re looking for people who are purpose-driven and accountable, who value inclusion and collaboration, and who are proactive in managing risk to protect our members’ long-term outcomes. In return, you’ll be part of an organisation where your work contributes to strong returns, real-world impact, and a culture that reflects the communities our members serve.
Bring your authentic and passionate self to this exceptional role #careerswithimpact

In this role, you will build deep expertise across superannuation accumulation and pension products, work closely with administrators and internal stakeholders, and have a genuine say in shaping how processes and systems improve. 

About the role

You will sit at the heart of operations, acting as the central coordination point between HESTA and its fund administrator (GROW) across accumulation and pension products. You will manage escalations, drive process improvement, and maintain the operational rigour that keeps member outcomes on track. Key responsibilities include:

• Managing escalations from internal stakeholders and coordinating resolution with the external administrator, with response times ranging from two to 48 hours depending on priorit
• Maintaining and updating process documentation, business rules, forms, and correspondence registers to reflect product and regulatory changes
• Identifying operational risks and incidents, and driving effective investigation and remediation to meet regulatory obligations
• Contributing to continuous improvement initiatives and BAU projects, including regulatory change programmes

About you

You bring operational experience from within superannuation, whether from a trustee office or fund administrator, and you are ready to hit the ground running. You are collaborative by nature, comfortable working across teams, and willing to get involved at every level of the work. You will also bring:

• Solid knowledge of superannuation administration, including the SIS Act and relevant legislation
• Strong analytical and root cause analysis skills, with the ability to identify trends and escalate risks appropriately
• Excellent written and verbal communication skills, including experience managing correspondence registers or reporting requirements
• Proficiency in MS Office, with strong Excel skills, and comfort working across multiple systems including administrator platforms
• A tertiary qualification in business, finance, or a related field, and ideally hold or are working towards RG146 compliance

Benefits that matter and make a difference for our employees

• Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few!).
• Your Professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
• Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
• Your financial wellbeing matters, up to 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity. 

We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team [email protected] and we’ll call you to discuss. 

Please note: Applications via recruitment agencies will not be accepted for this position