Service Delivery Specialist

2 weeks ago

Docklands, Victoria, Australia Link Group Full time

At Link Group, we're seeking a talented Service Delivery Specialist to join our team. As a key player in our commitment to delivering exceptional member experiences, you'll play a pivotal role in addressing member enquiries, providing expert guidance, and resolving issues.

This is a Full Time Fixed Term Contract. Key responsibilities will include:

  1. Member engagement: Act as the first point of contact for members, engaging with professionalism, empathy, and a member-centric approach.
  2. Enquiry resolution: Own and respond to member enquiries, achieving first call resolution and offering clear and accurate information to resolve issues.
  3. Member assistance: Provide guidance on superannuation policies, assisting members in making informed choices.
  4. Compliance: Ensure all interactions and information sharing adhere to industry regulations and internal policies.
  5. Records management: Maintain comprehensive records of member interactions, enquiries, and resolutions.
  6. Problem solving: Identify and analyze member concerns, seeking effective solutions and escalating complex issues when necessary.
  7. Quality assurance: Monitor and enhance the quality of service provided to members, consistently seeking opportunities for improvement.
  8. Member education: Offer education resources and materials to empower members in managing their superannuation effectively.
  9. KPIs and targets: Meet and exceed KPIs and targets related to member service, enquiry resolutions, and operational efficiency.

Key qualifications and attributes include:

  1. General knowledge of superannuation.
  2. Sound knowledge of MS Office and other software packages.
  3. Accuracy and attention to detail, with the ability to think laterally.
  4. Good investigation and problem-solving abilities.
  5. Customer-focused, with the ability to collaborate with others to achieve desired outcomes.
  6. Prioritization and time management skills to meet tight deadlines.
  7. Ability to generate creative solutions to address problems and commit to follow-through.
  8. Sound knowledge of technical and compliance issues, understanding relevant policies and legislation.
  9. Excellent communication skills, both verbal and written.

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