Hub Specialist

2 weeks ago

Melbourne, Victoria, Australia Link Group Full time

Overview


This position is responsible for a range of superannuation and administration activities, relating to the administration of our clients Superannuation products.


The purpose of the role is to ensure that clients, members and internal stake holders as well as your team and Manager are receiving the desired level of administration service to support Link's service level agreement with Trustees.

The role will primarily involve processing and peer reviewing of payments, complex problem solving, working collaboratively with all stakeholders.

Key Accountabilities and Main Responsibilities

  • Provide efficient and effective query resolution by anticipating stakeholders needs and taking ownership for first call resolution to ensure an outstanding customer experience
  • Demonstrate ownership of investigations on behalf of customers
  • Be first escalation point for challenging stakelholders including members, beneficiaries and fund trustees
  • Achievement of all Key Performance Indicators including targets for calls, administrative tasks and written correspondence.
  • Positive participation in the team and team meetings to discuss and share ideas and achievement of team goals
  • Participate in formal and informal team based training
  • Demonstrate willingness to increase your Superannuation knowledge including funds and administration functions and demonstrate a proactive approach to independent learning.
  • Keep abreast of current industry related issues
  • Provide superior customer service to members, trustees and all stakeholders by ensuring all work is completed within agreed quality standards and SLA's.
  • Adhere to all legislative requirements required for the role
  • Assist Team Leader with management of tasks including high priority requests, projects and workflow as required.
  • Risk management determine and recommend strategies to minimize areas of risk or gaps within processes/product and to implement process improvement strategies.
  • Make recommendations for process improvements, support best practice initiatives and seek feedback to continually improve practices and procedures
  • Assist in processing requests and adjustments within service standards including communication and follow through with members or beneficiaries

Experience & Personal Attributes

  • Excellent understanding of relevant Superannuation legislation and industry knowledge
  • Sound knowledge of MS Office and other software packages
  • General knowledge of superannuation pensions
  • 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 equivalent
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.


Our 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

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