Contact Centre Officer

Role Overview

• Learn about our products and services and effectively communicate this information to customers
• Build strong working relationships with internal stakeholders, team members, and other operational staff
• Answer and respond to general advice enquiries and proactively capture feedback and data obtained during the interactions
• Demonstrate a high level of problem-solving ability through strong knowledge and understanding of the superannuation industry and relevant legislation to identify complex business situations and recommend appropriate solutions where required
• Timely response to all correspondence from members
• Complete administrative and ad hoc duties as allocated to support the efficient operation of the business
• Identify continuous improvement initiatives and proactively contribute to a best-in-class business culture
• Assist members and beneficiaries in a time of need with empathy and in a professional manner
• Comply with Fund and regulatory requirements, completion of ongoing education as per the training plan and AFSL requirements
• Maintain members' details
• Achievement of KPIs, SLA’s and targets
• Attend to member enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner
• Participate in training and upskilling to build knowledge and skills within yourself and the team
• Be an active team player and contribute positively and collaboratively to the success of shared team goals
• Answer ad-hoc agent/team enquiries via phone/chat while also handling escalations
• Ad hoc specialised project support & UAT testing for campaign management
• Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures
• Maintain a positive attitude and commitment to working in a hybrid working environment
• Willing to work onsite with a minimum 6 days per month, with initial training onsite 5 days per week
• Centre Operating hours are 8 am to 6 pm with rotating shifts

Requirements

• Excellent communication skills, both written and verbal
• Ability to work independently as well as in a team environment
• Process-oriented and have great attention to detail, with the ability to multitask
• Proven ability to work on tasks independently, whilst contributing to the team goals
• Confidence in engaging with members and external stakeholders, maintaining a pleasant phone manner and great attitude
• Ability to perform fundamental computer tasks, with advanced skills in Word, Outlook, and Excel
• Demonstrated ability to provide exceptional customer service
• Exhibits exceptional conflict resolution abilities and remains calm and positive when managing challenging situations
• Demonstrated experience in inbound service contact centre teams
• Understanding of the superannuation and financial services industry
• Commitment to continuously expanding and updating knowledge
• Ability to coordinate workflow and meet deadlines
• Friendly, people-focused person who enjoys exceeding customer expectations
• RG 146 complaint or commitment to undertaking study (desirable)

Benefits

• Hybrid Work Model
• Income Protection Insurance
• Flexible Time Off
• Private Health Insurance discount
• Primary & Secondary Paid Parental leave
• Death & TPD Insurance
• Discounts on fitness clubs
• Discounts on travel