Member Support Specialist

Are you looking for a career opportunity that aligns with your skills and experience? We have an exciting role available for a Member Support Consultant.

This position is pivotal in fulfilling our vision by efficiently resolving member administration queries, ensuring positive outcomes and exceptional member experiences.

The Member Support Consultant role involves addressing member administration queries to achieve timely and positive outcomes. This role offers guidance to members, ensuring compliance and fostering a positive member experience.

We welcome candidates with experience in high-volume, customer-centric administrative roles. Experience in highly regulated industries such as insurance, superannuation, finance, or banking is also highly valued.

Key Responsibilities

• Be a collaborative, active and positive member of the team who operates in alignment with our values (Here for Members, Empower our People, Thrive together, Anticipate and create).
• Manage the effective resolution of administration queries and associated activities with a relationship-based approach focusing on engaging, educating, and empathizing with members' individual circumstances and supporting appropriate outcomes in accordance with legislative requirements.
• Work effectively to deliver on service level and quality targets at an individual level, providing a positive member experience.
• Identify, address, and resolve case-related issues and complaints, escalating where appropriate, and identifying areas for continuous improvement in processes, capability and/or behaviours.
• Take responsibility and drive own personal performance and development.
• Able to work effectively as a member of a broader team, understanding how your behaviour influences team performance and adjusting accordingly.
• Able to demonstrate a growth mindset and willingness to develop your own professional capability.
• A problem solver who is driven to understand, question, test and innovate.
• Able to interpret and enforce legislative compliance in a communicative, transparent, and supportive manner where long-term and ongoing relationships with the member are a priority.
• Able to work autonomously, capable of self-legislation and able to make judgments and take actions.
• Able to critically prioritize caseloads, manage expectations and meet deadlines.
• Highly driven and self-motivated to meet set personal, team and organizational Key Performance Indicators and targets.
• Organised and capable of working with people from a variety of backgrounds.
• Self-motivated and challenges self with new and complex tasks and seeks new knowledge.
• Detail orientated and quality focused, paying attention to the details and can make a conscious effort to understand causes instead of just the effects.
• A passionate advocate for the member.
• Able to communicate, build relationships and collaborate with a diverse range and level of stakeholders.

Skills and Qualifications

• Able to work within a strict compliance environment governed by complex legislation.
• Well-developed verbal, listening, comprehension and written communication skills. Excellent time management, planning, delivery, and management of stakeholder expectations.
• Work to a high standard with ability to manage quality of own and others' work.
• Respond appropriately in difficult situations and employ resilience.
• Use initiative to ensure problems are identified, addressed and resolved effectively.
• A strong understanding of operational systems from a user perspective.
• A strong comprehension of legal constitution, legislation, policies, operational processes or the ability to grasp these quickly.
• Well-developed verbal, listening, comprehension and written communication skills.

About the Opportunity

The construction industry long service leave scheme is a mandatory scheme for construction industry workers and employers in Victoria. Employers must register with us, submit quarterly returns to us and pay charges to us. These charges are used to fund the long service leave benefit that is available to construction industry workers after seven years of work in the industry. We have statutory powers to enforce compliance by employers with the scheme.

What We Offer

We welcome applications from individuals with full working rights in Australia. LeavePlus is proud to be an Equal Employment Opportunity Employer.

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Other

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