Member Care Consultant

5 days ago

Sydney, Australia Qantas Airways Limited Full time

Unique opportunity to make a difference to our Qantas Super members- Come together to work in this collaborative team for this 80-year strong super fund- Permanent position, located at Mascot Campus, Sydney

Qantas Super is the corporate trustee of the Qantas Superannuation Plan and is a wholly owned subsidiary of Qantas Airways Limited. The Plan was originally founded in 1939 and principally exists to provide superannuation products and services to Qantas employees. Today the Plan is one of the largest corporate superannuation funds in Australia, having over 31,000 members and $8.2 billion in assets under management as of March 2019. The Trustee’s Vision is for the Plan to be the superannuation fund of choice for Qantas employees, and its Purpose is to help members have confidence in their financial future so they can enjoy retirement.

As a Member Care, Consultant you role will be to engage with members to help with their general superannuation enquiries providing general advice and mitigate any potential complaints that may arise due to poor member experience during Helpline interaction. You will also track escalated issues and provide proactive personalised contact with the Member demonstrating care and solutions to lower frustration and increase member satisfaction. You will play a key part in ensuring you comprehend the detail of relevant superannuation legislation, operations and processes.

You’ll have:
- Consultative skills - the ability to actively engage with diverse member base to address super education and advice needs and credibly promote the value proposition of Qantas Super to members and internal stakeholders.- Exceptional communication skills, including the ability to explain complex information in a clear and concise manner and highly developed writing and reporting skills.- Highly developed organisational skills including the ability to plan and manage your own workload effectively, including working under the pressure of deadlines and managing multiple priorities to meet those deadlines.- RG146 certification will be highly regarded.- Knowledge of the Defined Benefit environment and in particular the workings of super funds will be highly regraded- Ability to shape and present seminars and material to maximise learning to members; this would encompass financial literacy, education and general fund information.- Highly developed interpersonal and teamwork skills demonstrated ability to motivate others to share and impart knowledge.- Knowledge of financial planning software, in particular with Xplan, would be well regarded.- High level proficiency in MS Word, PowerPoint and multimedia delivery.- Knowledge of and a demonstrated commitment to the industry compliance standards which govern this role.- Demonstrated experience performing the same or a similar role within Superannuation- The capacity to undertake regular travel to make presentations, attend meetings, conferences and events;- Demonstrated ability to work within a high achieving, service and target delivery environment.- Integrity combined with strong personal and business ethics.

The Qantas Super team is highly motivated to continue achieving the best possible outcome for the fund’s unique members. As such, integrity, a commitment to adhering to the highest ethical standards, and the ongoing commitment to continue to outperform as a team, are at the very centre of every decision made.
- Why Qantas?_
- You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully._
- There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless._

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.- We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays._- We have flexible leave options: Make use of leave and flexible working opportunities including 14 weeks paid parental leave and the option to purchase additional paid leave for eligible employees._- We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and _
- entertainment. You_
- can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices an

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