Superannuation Support Specialist

1 week ago

Melbourne, Victoria, Australia beBeeQuality Full time $90,000 - $120,000

Quality Assurance Professional

The primary objective of this role is to provide exceptional support to Customer Service Officers in resolving complex customer enquiries and issues.

Key Responsibilities:

  • Deliver superior customer experience through excellent communication skills on inbound and outbound calls
  • Contribute to the continuous enhancement of training programs or content based on common queries or escalations
  • Develop and maintain a comprehensive understanding of superannuation regulations, including additional funds and administration functions
  • Assess and evaluate the effectiveness of training on meeting business objectives
  • Provide technical assistance to Customer Service Officers in resolving complex customer complaints and escalations
  • Investigate and resolve complex member queries in a timely and efficient manner
  • Actively monitor internal support chat queries (remote) or floor (on-site) to provide real-time responses to Customer Service Officers
  • Collaborate with other internal teams to identify training gaps and improvement initiatives
  • Develop and manage relationships with internal and external stakeholders to foster a team culture that aligns with our vision and values

Requirements:

  • Excellent knowledge of relevant superannuation legislation and industry standards
  • Sound understanding of MS Office and other software packages
  • General knowledge of superannuation pensions and their associated requirements
  • Accuracy and attention to detail, with the ability to think critically and analytically
  • Good investigation and problem-solving skills, with the ability to collaborate effectively with others
  • Customer-focused approach, with the ability to prioritize tasks and manage time efficiently
  • Ability to generate creative solutions to address complex problems and commit to follow-through

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