The Customer Service Officer (CSO) plays a pivotal role in our commitment to delivering an outstanding member experience within the superannuation industry. This position requires a dedicated professional who possess excellent communications skills and a strong commitment to assisting members with their financial needs. The CSO is responsible for addressing member enquiries, providing expert guidance, and resolving issues, ensuring the highest level of member satisfaction and retention.
Key Accountabilities and Main Responsibilities Member engagement: Act as the first point of contact for members, engaging with professionalism, empathy, and a member centric approach.Enquiry resolution: Own and respond to member enquiries achieving first call resolution. Offer clear and accurate information to resolve issues.Member Assistance: Provide guidance on superannuation policies assisting member make informed choices.Compliance: Ensure all interactions and information sharing adhere to industry regulations and internal policies.Records Management: Maintain comprehensive records of member interactions, enquiries and resolutions. Problem Solving: Identify and analyse member concerns, seeking effective solutions and escalating complex issues to the appropriate department when necessary.Quality Assurance: Monitor and enhance the quality of service provided to members, consistently seeking opportunities for improvement.Member education: Offer education resources and materials to empower members to manage their superannuation effectively.KPIs and Targets: Meeting and exceeding KPIs and targets related to member service, enquiry resolutions and operational efficiency. This includes and not limited to response times, case resolution rates and member satisfaction scores.Experience & Personal Attributes General knowledge of superannuation.Sound knowledge of MS Office and other software packages.Accuracy and attention to detail and ability to think laterally.Good investigation and problem-solving abilities.Customer focused and the ability to collaborate with others to achieve desired outcomes.Prioritisation and time management skills to meet tight deadlines.Generate creative solutions to address problems and commit to follow through.Sound knowledge of technical and compliance issues, understanding relevant policies and legislation.Excellent communication skills both verbal and written.Desirable Qualifications
ASFA RG 146 qualification or equivalentAbout Us Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.
About the TeamOur Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
Job Info Job Identification 9912 Posting Date 02/19/2024, 04:22 AM Locations Tower 4, 727 Collins Street, Melbourne, VIC, 3008, AU #J-18808-Ljbffr
