Customer Service Representative

1 day ago

Newcastle, New South Wales, Australia SS&C Bluedoor Pty Limited Full time

Company Overview:

SS&C Bluedoor Pty Limited is a global provider of investment and financial services and software for the financial services and healthcare industries. Headquartered in Windsor, Connecticut, with 20,000+ employees across 35 countries, we offer comprehensive solutions to over 18,000 financial services and healthcare organisations worldwide.

We strive to deliver exceptional customer experiences through our Global Investor and Distribution Solutions (GIDS), providing omni-channel investor servicing, including contact centres, using digital services.

About the Role:

We are seeking a highly skilled Customer Service Representative to join our GIDS team. As a key member of our team, you will be responsible for handling incoming and outgoing customer communications via phone, email, chat, and other channels. Your primary focus will be on answering general advice enquiries, resolving customer complaints, and following up on interactions to achieve first-call resolution.

You will also engage with potentially vulnerable members and external stakeholders, demonstrating empathy and understanding of unique customer needs and values. This role requires strong problem-solving skills, attention to detail, and the ability to multitask efficiently.

Key Responsibilities:

  • Handle customer inquiries and resolve issues promptly and professionally.
  • Proactively capture feedback and data during interactions to improve customer satisfaction.
  • Demonstrate expertise in the superannuation industry and relevant legislation to identify complex business situations and recommend solutions.
  • Timely respond to all correspondence from customers.
  • Responsible for proactive telephone contact with customers as part of approved outbound campaigns.
  • Complete administrative tasks to support efficient business operations.
  • Identify continuous improvement initiatives and contribute to a best-in-class business culture.
  • Assist customers in need with empathy and professionalism.
  • Comply with fund and regulatory requirements, complete ongoing education, and maintain accurate records.
  • Achieve KPIs, SLAs, and targets.
  • Participate in training and upskilling to build knowledge and skills within yourself and the team.

Requirements:

  • Excellent communication skills, both written and verbal.
  • Ability to work independently and collaboratively as part of a team.
  • Process-oriented with great attention to detail and the ability to multitask efficiently.
  • Confidence in engaging with customers, maintaining a pleasant phone manner, and exhibiting a positive attitude.
  • Ability to perform fundamental computer tasks, with advanced skills in Word, Outlook, and Excel.
  • Demonstrated experience in outbound service contact centre teams.
  • Understanding of the superannuation and financial services industry.
  • Commitment to continuously expanding and updating knowledge.

What We Offer:

  • $60,000 - $80,000 per annum, depending on experience.
  • An exciting opportunity to work with a leading global company in the financial services industry.
  • A comprehensive reward and wellness platform (SS&C Advantage).
  • Income protection insurance and salary continuance.
  • Death and TPD insurance (available through SS&C Superannuation Fund).
  • Private health insurance discount.
  • Bereavement and compassionate leave.
  • Primary and secondary carers paid parental leave.
  • Mental health support.
  • A hybrid working model.

Equal Employment Opportunity Employer:

SS&C Technologies is an equal employment opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, colour, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status, or any other classification protected by applicable discrimination laws.

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