About the Role
The Clearing House Employer Support Centre Representative will play a vital role in onboarding, servicing, and supporting employers and key distribution partners. You will be the first point of contact for digital queries and will deliver exceptional service across multiple channels. This fast‐paced role requires juggling priorities while ensuring all exception handling, reconciliation and monitoring are completed within the required Service Level Agreements. This role is available on a permanent basis.
Responsibilities
* Provide ongoing support to all users of digital products, both at general and escalated levels.
* Deliver support through multiple channels to meet service levels.
* Maintain, monitor, and investigate electronic contribution processes and exception handling for Employer Online, ART Clearing House, and Beam customers, ensuring compliance and risk requirements are met.
* Analyse and elevate complex issues, following up and implementing customer improvement and innovation.
* Take ownership of enquiries, quickly identifying root causes and providing effective solutions.
* Advocate for quality and enquiry resolution, reporting trends to stakeholders.
* Act as a reference and educator for ART staff and employer segments regarding digital products.
* Maintain clear communication with partners, distribution channels, and other superannuation funds.
* Make proactive outbound calls to onboard employers and assess customer needs to support digital product growth.
Qualifications
* Experience in online/customer support and sound knowledge of digital products.
* Strong client relationship management skills, with the ability to influence and negotiate complex outcomes.
* Solid analytical skills and the ability to identify technical issues.
* Ability to educate and train staff and employers.
* Advanced written and verbal communication skills.
Benefits
* 14% super as standard to help your future come alive.
* Excellent training and development opportunities.
* Flexible work arrangement: in‐person days at purpose‐built hubs and working from home.
* Office amenities: end‐of‐trip facilities, yoga and multi‐faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.
Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds and abilities.
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