Client Service Officer

7 months ago

Parramatta, Australia Link Group Full time

**Overview**

The purpose of the Client Service Officer (CSO) is to provide exceptional service and transactional administrative support to Tier 2 Employers.

The role is recognised as highly collaborative within LINK Employer Services and will also support the Client Relationship Team and Employer Services Group to deliver seamless services to Employers to meet key initiatives and priorities.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Manage Tier 2 Employer administration queries and issues to resolution
- Proactively monitor and manage Tier 2 Employer accounts to ensure up to date information and resolve outstanding requirements
- Deliver high quality customer service across all communication channels within agreed service standard. This includes providing superior administration service to Fund, employers, payroll providers and members.
- Liaise effectively with the LINK Employer Administration team to administer tasks and manage to completion. Assist with processing where required.
- Ensure all assigned tasks are completed with high quality and within required time frame
- Contribute towards continuous process enhancement and improvement
- Display ongoing commitment to continuous learning and professional development to build personal and collective capability
- Support, drive and implement LINK and Fund initiatives (e.g. preferred Clearing House, self-service)
- Enhance and strengthen relationships with the Fund through regular communication
- Identify opportunities to promote Tier 2 Employers to Tier 1.
- Operational Management

People Leadership
- Display positive engagement and participation in team meetings to drive initiatives, encourage creativity, generate ideas and support the achievement of team and Fund goals
- 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

Governance & Risk
- Maintain knowledge of current industry and Fund related changes, trends and insights
- Provide timely reporting to LINK management and Fund
- Ensure compliance with all legislative, financial and fund specific procedures to minimise any risk to the business
- Comply with all company policies, our core values and procedures
- Identify and suggest initiatives that aim to improve efficiency, quality and customer experience
- Raise system issues and escalate as required

**Experience & Personal Attributes**
- Exceptional telephone and verbal communication skills and a professional phone manner
- Superior 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.
- Previous experience in a customer service role
- A desire or interest to work in the superannuation industry
- RG146 or equivalent very well regarded
- Working knowledge of Microsoft Office suite

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

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