Senior Customer Service Representative
Location: Wollongong
Time Type: Full time
Job Description
This position involves providing accurate information to customers in a helpful manner and in accordance with governing legislation and policies.
Responsibilities
* Grasp, retain and package key information to the member so that the outcome is positive.
* Communicate effectively via telephone, e-mail and member interviews.
* Provide answers to enquiries upon the first contact.
* Accept accountability for member concerns and follow through until resolution.
* Ensure Team Leaders are informed of any issues that may adversely affect performance level agreement.
* Contribute to the overall effectiveness and efficiency of the team; assist in other areas where appropriate.
Fund Knowledge
* Comprehend extensive scheme knowledge and apply it to a member's situation using broader understanding.
* Provide factual information to members' enquiries and keep members informed of progress where enquiries cannot be resolved upon first contact.
* Explain the role and function of the Call Centre to fund members to facilitate communication of information where appropriate.
Relationship Management
* Build rapport with members and offer empathetic assistance.
* Remain resilient, coping with confrontations and rebuttals.
* Apply mental agility to make quick, calm decisions.
* Work collaboratively and in a team environment.
Skills Required
* Detailed technical knowledge and understanding of superannuation fund administration, relevant legislation and the superannuation schemes administered by Apex Superannuation Administration Services.
* Previous experience in the insurance or superannuation industry is an advantage.
* Thorough knowledge of complex Defined Benefit superannuation scheme rules, guidelines and relevant legislation, and the ability to apply those to interpret scheme legislation and policy for case work.
* Regulatory Guide (RG) 146 certification mandatory or willingness to complete certification and maintain SuperCPD points once accredited.
Benefits
* A genuinely unique opportunity to be part of an expanding large global business.
* Competitive remuneration commensurate with skills and experience.
* Training and development opportunities.
This role is covered by the enterprise agreement, which sets out the pay rates and conditions.
Equal Opportunity Statement
We are an equal opportunity employer and ensure that no applicant is subject to less‐favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio‐economic status, responsibilities for dependants, physical or mental disability. Any hiring decision is made on the basis of skills, qualifications and experience.
#J-18808-Ljbffr