Key Account Coordinator

4 weeks ago

Melbourne, Australia Link Group Full time

**Overview**

The KAC is recognised as a highly collaborative role within the LINK HSEC team and Hostplus Client Services Team. The KAC is also responsible for conservation and growth of the Hostplus Fund Employer Membership by creating and building strong interpersonal relationships with our employers.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Meet targets set in relation to the promotion of services offered by Hostplus (ie: new business opportunities)
- Support, drive and implement LINK and Fund initiatives (e.g. preferred Clearing House, self-service)
- Identify and suggest initiatives that aim to improve efficiency, quality and customer experience
- Contribute towards continuous process enhancement and improvement

Operational Management
- Provide timely reporting to LINK management and Fund
- Provide the Fund with regular updates on interactions with employer portfolio when required.
- Ongoing commitment to continuous learning and professional development to build personal and collective capability
- Ensure all assigned tasks are completed with high quality and within required time frame
- Provide customer service resolution at first point of contact with employers by anticipating needs, proactively maintaining accurate and up to date employer information, problem solving as well as providing ‘value add
- services to support self-service initiatives.
- manage to completion. Assist with processing where required.
- Liaise effectively with the LINK Employer Administration team to administer tasks and
- Provide superior administration service to Fund, employers, payroll providers and members.
- Deliver high quality customer service across all communication channels within agreed service standard
- Proactively monitor and manage a portfolio of employer accounts to ensure up to date information and resolve outstanding requirements
- Manage a portfolio of employers, administration queries and issues

People Leadership
- Support colleagues and actively participate as a team member by providing support to the LINK Management group, other areas of the business as required as well as immediate team e.g. covering due to leave
- Display positive engagement and participation in team meetings to drive initiatives, encourage creativity, generate ideas and support the achievement of team and Fund goals

Governance & Risk
- Raise system issues and manage to resolution
- Comply with all company policies, our core values and procedures
- Ensure compliance with all legislative, financial and fund specific procedures to minimise any risk to the business
- Maintain knowledge of current industry and Fund related changes, trends and insights

**Experience & Personal Attributes**
- Previous experience in a fast paste customer service environment with excellent face to face presentation skills
- Excellent telephone and verbal communication skills and a professional phone manner
- Excellent written communication skills
- Exceptionally strong customer service standards
- Demonstrated investigation, problem solving and dispute resolution skills
- Proven track record of consistently delivering exceptional results in a high performance culture
- Ability to work under pressure while achieving Key Performance Indicators (KPIs)
- Receptive to feedback and willingness to develop professionally
- Highly competent with Microsoft Office product suite (Excel, Word)
- Professional approach to work with an exceptional attention to detail and accuracy
- Ability to work autonomously and prioritise workload
- Ability to collate, analyse and interpret data to value add.
- A desire or interest to work in the superannuation industry
- Proven experience in Outbound Call management
- Ability to deliver specialist knowledge of superannuation legislation and operational requirements
- Ability to build strong interpersonal relationships with internal and external customers

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 conjunct

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