Adviser Service Representative

4 months ago

Canberra, Australia Commonwealth Superannuation Corporation (CSC) Full time

Posted: 21/08/2024

Closing Date: 04/09/2024

**Salary**: $30.00 - $37.00

**Job Type**: Contract

Location: Canberra

Job Category: Banking and Financial Services,Call Centre and Customer Service

**CSC is the trusted Superannuation fund for current and former Australian Government and Australian Government Defence Force employees serving our customers with our proud history for 100 years.**

CSC is a superannuation fund with approximately $60 billion in funds under management.

CSC is a progressive future focused employer with a drive to make a difference in the retirement outcomes for our customers.

Our purpose is to build, support and protect better retirement outcomes for all our customers. Our mission is to be the trusted and valued partner who achieves long-term investment objectives, guides informed retirement decisions, and gives our customers peace of mind that their futures are in safe hands.

**The drive to make a difference.**

Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through our world-leading investment strategies, we are always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.

**Your new role**

The Advice Partnerships (EFA) team is currently seeking a detail-oriented and organised individual to join our team as an Adviser Service Representative. In this team we process all requests for information from financial planners chosen by our members. It is our responsibility to promptly respond to requests received via both phone calls and written correspondence.

In this role, you will play a crucial part in processing financial adviser third-party authority (TPA) requests on mutual member accounts across our Defined benefits funds and our Accumulation products. Your dedication to accuracy and compliance will ensure the smooth and efficient handling of these requests.

**Key Responsibilities**:

- Foster a professional, collaborative, and customer-centric team culture
- Processing of new financial planner requests including validating member points of identification
- Verifying existing third-party authorities on file to facilitate requests from financial planners
- Utilising internal systems to generate documents in response to information requests
- Assist the Relationship Management team with escalated enquires for optimal service
- Demonstrate a commitment to best practice customer service, maintaining consistent engagement, communication, and record-keeping standards while meeting business requirements

**Desired Skills and Experience**:
**What you need to excel**

CSC’s Core Competencies reflect the key sets of skills, knowledge, experience, and behaviours required to perform your role effectively. These are;
- Delivering results and meeting customer expectations
- Working with People
- Adapting and Responding to Change
- Deciding and Initiating Action
- Analysing
- Commercial and Strategic Thinking

**In addition to these, you will need;**
- Previous experience in financial services or call centre environment, preferably in processing third-party authority requests or related functions highly regarded
- Strong attention to detail and accuracy in data entry and documentation
- Proficient phone skills, with the ability to handle incoming calls from external financial advisers and internal stakeholders in a professional and courteous manner
- Proficient in multitasking, organisation, and providing exceptional customer service while accurately capturing data during telephone interactions with customers
- Exceptional administrative abilities, encompassing strong written communication and research skills to promptly address enquiries while conversing with customers over the phone
- Ability to learn quickly on new systems while processing new information and retaining key information

**Requirements**:

- **Hours**:Monday to Friday between 9:00 am - 5:30 pm (up to 38 hours per week)
- **Training**:We will need your full-time commitment and attendance in training as this is crucial to your learning and success

**What you’ll get in return**
- Contract to run until 2025
- Training and development to ensure your success in the role
- Ability to work from home with flexible working arrangements
- Opportunities to gain the skills, experience, and development you need to enjoy a fulfilling career
- Career progression within the team and exposure to other functions within EFA
- Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

**What you will need to do now**

**Please note: Agency submissions will not be considered for this position**

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