Your Helpline - Behind the scenes chat with Luke

We speak with Luke, one of the Helpline team members who answers the phones, about what commonly asked questions members have, his role, and when someone should call in to the team.
Q: What would you say is the most commonly asked question members have?
Members typically ask us to help them gain access to their online account by either creating or resetting their member PIN. While members can reset their PINs online, the Helpline team can quickly and easily assist members with account access. Once online, members can view their balance, update their contact details, and make changes to their investment option or update their contact details.
Q: How does Helpline assist members?
Helpline is available to help members with any question they have about the Scheme – so we encourage anyone to give us a call for any question they may have. In addition to assisting members access their online account, we also help members understand their annual report and statement, supply documentation such as withdrawal forms and discussing and resolving the member queries.
Becoming familiar with the Scheme and a superannuation account can at times be confusing with various terms used, however, we aim to help members make sense of their account, statement, and any other documents they receive. We also assist members with verifying their accounts as part of the robust online account security the Scheme has.
We cannot supply members with financial advice, however we can direct them to Westpac’s financial advice team (or members can contact them online here).
Q: Why should someone call Helpline?  
We’re here to help you! It’s in our team name. Give us a call with any question about the Scheme, your accounts, how to withdraw funds, or updating your contact details. We are available between Monday to Friday, 9am to 7pm (expect national public holidays). We will do our best to resolve your query first time.
Q: How long does it take for a caller to reach one of the team?
On average it takes only 36 seconds for a member to reach either myself or one of my Helpline colleagues. We try to get to every call as soon as possible, as I too know the frustration of sitting on hold for a long time and waiting for someone to pick-up. We don’t like that ourselves, so we try our best to respond as soon as we can to every call.
Q: How many people are part of the Helpline team?
I work in a team of 10 who answer the phones for Westpac In-Tandem, two of which are team leads and eight helpline consultants.
Q: How long have you been working at Mercer?
I’ve been working at Mercer for just over a year and recently celebrated my “Mercer-versary” in February!
Q: What do you look forward to it retirement?
I look forward to hopefully having enough financial security to be able to spend more dedicated to hobbies, traveling and being with family. I know the importance of contributing towards my retirement now will help enable me to do the things I enjoy more easily once retired and give me peace of mind.
Q: What’s your favourite part about working in Helpline?
One of my favourite parts of the role is working with great colleagues within a dynamic team culture. We strive to help every member get an answer to their question(s) as quickly as possible. Everyone is always willing to help out where needed.
Q: When can a member call?
We are available between 9am and 7pm Monday to Friday, excluding any national public holidays. Call us on 0508 IN TANDEM (0508 468 263).
Helpline snapshot from last year

Number of calls during 2019 1,643
Average number of calls per working day 7
Calls resolved the first time 100%
Member satisfaction (with 10 being the highest) 8.2
Average time to answer a member’s phone call 36 seconds
This information has been prepared by Mercer (N.Z.) Limited for general information only. The information does not take into account your personal objectives, financial situation or needs.This information has been prepared by Mercer (N.Z.) Limited for general information only. The information does not take into account your personal objectives, financial situation or needs.

20 March 2020