Celebrating 100 years: Shea's story

Shea McCarthy’s passion for customers runs deep – and she doesn’t need to search very far for her ‘why.’

“I have eight family members who are in our schemes, and who have a collective of over 100 years of membership,” she says.

“When I mentor staff and talk to them about customer service, I think my mindset has always stemmed from, ‘think of them like they’re a family member’.

“When you’re thinking ‘it’s just another call’ and, ‘I’m so busy,’ I’ve always tried to say, ‘Imagine if that is your mum or your dad,’ because that is always how I have thought about it.”

Having started work at ComSuper in 2011 as part of the benefits payment area, Shea has plied her trade in a number of business areas, including the reconsideration space, casework services, member accounts, and the loss and hardship team. She credits her stint in the legal and reconsideration team for giving her the ‘thirst for CSC’ and igniting her love of supporting customers.

“I feel like that’s where I started my journey of really wanting to help people,” she recalls.

“We saw people in really awful situations, and there was an appeal stage, where they really didn’t want to be appealing, but it was one of their only choices."

“Helping people through the loss of a family member, I’ve had people I’ve helped with suicidal calls– I know people think they are the worst situations, but they are actually the times that I am really proud of myself for working here, and helping someone through something like that, actually makes me love working here.”

Among her many achievements and experiences at CSC, Shea holds dearly her work as Manager of the Loss and Hardship Team, and her role in helping to form the team. She clearly espouses the CSC values of Customer Driven and United, and having been a member of the Staff Engagement Committee (SEC) since its inception, she relishes the opportunity to help make CSC a better place to work.

‘We do a lot behind the scenes, and I think people don’t know a lot about what we do,” she says.

“It is really good to be on the pulse of CSC and see how people are feeling, and if there is anything we can do as a collective group.”

Having recently moved into a new exciting role, as Change and Communications Manager in Transformation. Shea is looking forward to experiencing a new area of the business, and continuing her legacy of helping others. She wants to support her colleagues to create success with our exciting and big changes.

“I love to get involved. I always make a joke that I get involved in everything - that’s something I think will help me love this job, is helping people through change. I care about the people who work here.”