Nathalie started her journey at SuperSA as a contact centre operator in her early 20s. Twenty-two years later, she’s the Head of Member Services, leading a team that provides a vital lifeline to South Australians. Discover how a career at the Department of Treasury and Finance (DTF) has supported Nathalie through every major life milestone and offered the potential for endless growth.

A career that grows with you

When Nathalie first walked through the doors of Super SA in her early 20s, she was simply looking for a way to use her customer service skills to help people. She never imagined just how much she would learn, grow and fall in love with the world of superannuation.

“I started taking calls in the contact centre, and quickly found that the industry was much more interesting than I imagined,” says Nathalie. “Superannuation is so dynamic, there’s never a dull moment. In a single day, I could be answering questions on 30 different topics in 30 different areas. That mix of super, customers and problem solving makes it incredibly interesting.”

The variety is a huge part of what’s kept Nathalie engaged with DTF for 22 years - and counting. Another is that DTF has been the backdrop to her entire adult life, supporting her through marriage, the birth of her children and her professional evolution.

“DTF has supported me through every major life milestone. I got married, had children, and I was even given a year of leave without pay to live in New Zealand and still have my job when I came back. I feel very fortunate to have had that opportunity.”

Today, as a mother of two school-aged children, Nathalie relies on the flexibility that her role provides. Whether it’s ducking out for school pickups or working from home, the culture of trust is what keeps her motivated.

“If I need to put in a longer day because I need that flexibility on a different day, the department is so supportive. Working from home isn’t my style; I much prefer to come into the office. But if my kids are sick and I need to take care of them, they always say, ‘Work from home, do what you need to do.’ That support is so valuable.”

An accidental leader

While the flexibility has kept Nathalie grounded, the opportunities for career growth at DTF have kept her moving forward. Despite her current senior position, leadership wasn't something Nathalie originally envisioned.

“I didn't even realise I had leadership qualities! I certainly never imagined I would be looking after the team I started in. But I’ve been lucky to have great leaders and mentors who saw potential in me and encouraged me to throw my hat in the ring for a Team Leader role, and eventually, the Head of Member Services.”

Nathalie’s growth hasn't stopped there. She is currently in her second stint acting as the Director of Brand and Member Engagement—a role that allows her to shape the broader member experience across the organisation. She is deeply proud to lead a team that helps fellow South Australian public service workers navigate the financial side of their journey to retirement.

“Helping members navigate the next exciting chapter of their lives is incredibly rewarding. Whether they’re planning an overseas holiday, buying a caravan, or reducing their working hours, we’re here to help them slow down and enjoy the life they’ve worked so hard for.”

Alongside the incredible purpose, Nathalie believes working in Member Services offers the best grounding for anyone looking to advance their career within the wider DTF network.

“It teaches you to work at pace, be resilient, and it gives you a deep understanding of the heart of the business. Whether your interest is in policy, insurance or data, starting here teaches you how every aspect of the business touches the member. If you have the right mindset, the world is your oyster here - I’m proof of that.”

Leading with heart

While many view superannuation as a purely financial industry, Nathalie has seen a different side in her time at SuperSA. A frontline team like Member Services is often where the most critical human connections happen. Nathalie recalls a moment that perfectly illustrates this, when an operator flagged a call that just “didn’t feel right.”

“Because our calls are recorded, I was able to assess the situation and put through a request for a welfare check,” Nathalie says. “The police officer knocking on the person’s door saved their life. They later sent a thank-you card and said that if it wasn’t for that call to SuperSA, they wouldn't be here today.”

As Nathalie continues to grow the Member Services team at SuperSA, she’s focused on finding more future leaders who bring more than just technical skills to the table.

“I look for people who are resilient and quick on their feet, but above all, they need emotional intelligence. You need to be able to read the room and understand the underlying reason a member is calling. Often, it’s not just about a payment; it’s about a surgery they need to fund or a hardship they’re navigating. People rely on us when they’re at the lowest of the low, there are times we’re providing a lifeline, not just a service. That’s exactly why I’ve stayed for 22 years."