ID & Security
"LET ME INTO MY F*** ACCOUNT! I have given all my details. And you are telling me they are wrong. But you won't tell me what is wrong. YOU ARE LYING TO ME. I DO NOT CONSENT TO BEING RECORDED! I'M RECORDING YOU NOW!"
Warnings.
Legal requirement for security purposes.
Advise policy regarding call recording.
Empathy.
Cheque & form.
Can also be forwarded by the employer.
"I'm struggling to upload the forms to your website as it says file is too large. Is there another way to email it or do you have a direct email?"
No, we do not have a direct email, but you can also take a picture or screenshot of the documents and upload those.
"I want to know how much insurance I need, can you help?"
Refer to insurance calculator on website and/or insurance guide.
Offer FEAT booking.
Yes, Member Direct.
Guide to website and investment guide for more info.
Offer transfer to ASX team.
"I think my son is trying to hack my account and steal my money, can you help me secure it?"
Advise to reset online password.
"Hey what form can I use to put my own money into my super account?"
Add to your super with after-tax contributions.
What is the long form for MUFG?
Mitsubishi UFJ Financial Group
What is the name of your team?
Barossa
"Hey I changed my investments yesterday, why hasn't it reflected yet?"
Confirm if request was made before 4:00pm AEST.
Advise timeframes and MBR portal delay.
FT / NP / MC / CK / LH ?
Fiona Thai / Natalie Powell / Monica Casis / Cade Kelemete / Leslie Heron
What time are we leaving today?
"Hey, I have a choice income account, can you help me make a withdrawal?"
Yes, I will need to transfer to the Pensions team.
Complete security and ID before warm transferring.
"I don't like my returns with HESTA, but I like their insurance, how can I have that here with AustralianSuper?"
Explain the insurance transfer process in detail.
"Do yous deal in crypto man? Aye why?"
No unfortunately we do not invest in crypto. At this stage that is the fund preference.
What is the name of AustralianSuper's knowledge management site?
SuperGenius
No, you can only claim a tax deduction on contributions made in the current FY and previous FY.
"What's the maximum amount of money I can withdraw from my account?"
The maximum limit is your total account balance.
Must explain 6k & 1k rule if wanting to keep the account open.
Where is Nat from?
Liverpool
"What are your investment options? Can I invest in more than one? Even MD?"
DIY / Premix / Member Direct
Yes you can invest in multiple including MD.
"How do I change my password for my account?"
Explain process for changing both.
"I am going through a divorce and splitting my super. But what's this spouse contribution splitting thingy?"
Clarify question.
Explain difference between contribution splitting & spousal contribution.
"Hey I bank with ANZ, how long will it take for the money to show up in my account?"
EFT time frames are 3-4 business days.
"I'm trying to call directly to your insurance team, but it won't get through, what's going on?"
Insurance line is open 8:30am to 5:00pm AEST.
Offer to arrange a callback or attempt to transfer if within timeframe.
What is the name of the HESTA trainer?
Andrew Boak