Senior Customer Service Representative
Location: Wollongong
Description
This is an exciting opportunity to provide accurate information to customers in a helpful manner and in accordance with the governing legislation and policies.
Customer Service
Grasp, retain and package key information to the member so that the outcome is positive
Communicate effectively via the 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; where appropriate, assist in other areas
Fund Knowledge
Ability to comprehend information such as extensive scheme knowledge and apply it to a member’s situation using broader understanding
Provide factual information to members’ enquiries and ensure those who cannot be resolved upon first contact are kept informed of progress until finished
Where appropriate explain the role and function of Call Centre to fund members to facilitate communication of information
Relationship Management
Build rapport with members and offer empathetic assistance
Resilient by nature, have a reliable method of coping with possible confrontations and rebuttals
Mental agility so that planned approaches can be made quickly while also giving the impression of calmness
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 working within the insurance/superannuation industry an advantage
Thorough knowledge of complex Defined Benefit superannuation scheme rules, guidelines and relevant legislation and the capacity to apply those to interpret scheme legislation and policy for reference to case work
Regulatory Guide (RG) 146 certification mandatory or aptitude and willingness to complete certification; maintenance of Super CPD points once RG146 accredited
What you will get in return
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 enterprise agreement, which sets out the pay rates and conditions
Additional information
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 experiences.
Personal Data Notice
Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidentially. Such personal data can be accessed by different Apex stakeholders within and outside country for consideration of the job application. Application made by the job applicant(s) constitutes the irrevocable consent of the applicant for personal data to be used by Apex stakeholders within or outside country for recruitment purposes.
