Senior Client Interaction Specialist

4 days ago

Sydney, New South Wales, Australia beBeeAdministration Full time $90,000 - $110,000
Job Overview

The Senior Client Services Administrator plays a pivotal role as the primary point of contact for various superannuation and retirement inquiries.

This position entails delivering exceptional inbound and outbound client interactions, meeting stringent service standards, and efficiently addressing objections from members.

You will also be responsible for investigating and responding to complaints in a timely manner, conducting quality call monitoring and reporting, and providing insightful feedback to staff and/or management.

This is an exceptional opportunity to work with a large global business and develop your expertise in administration and customer service.

Key Responsibilities:
  • Provide superior inbound and outbound client interactions to existing clients.
  • Meet agreed Service Standards regarding grades of service, call/contact handling, turnaround times, accuracy, and first-point resolution.
  • Effectively handle objections from members and swiftly resolve queries/issues for members.
  • Investigate and respond to complaints in a timely manner.
  • Conduct quality call monitoring and reporting, provide feedback to staff and/or management.
Requirements:
  • RG146 qualifications or the ability to achieve compliance within 3 months.
  • Knowledge of Superannuation and associated legislation that operates within the superannuation environment.
  • Sound understanding of Fund rules/trust deed, insurance, charges/fees, and investments.
  • Demonstrated experience in an administration or contact centre environment.
  • Excellent phone and verbal communication skills and a pleasant phone demeanor.
  • Well-developed PC skills, e.g., Word, Excel, Outlook, with speed and accuracy.

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