Member Support Administrator

4 days ago


Bendigo, Victoria, Australia LeavePlus Full time
Job Overview

The Member Support Administrator plays a pivotal role in ensuring the efficient resolution of member administration queries, thereby fostering positive outcomes and exceptional member experiences. This position is instrumental in addressing member administration queries to achieve timely and effective results.

This role offers guidance to members, ensuring compliance and providing a positive member experience. The ideal candidate will possess experience in high-volume, customer-centric administrative roles, particularly in highly regulated industries such as insurance, superannuation, finance, or banking.

Key Responsibilities:
- Collaborate effectively as a member of the Member Support team, operating in alignment with the LeavePlus Values (Here for Members, Empower our People, Thrive together, Anticipate and create).
- Manage the effective resolution of administration queries and associated activities using a relationship-based approach, focusing on engaging, educating, and empathizing with members' individual circumstances and supporting appropriate outcomes in accordance with legislative requirements.
- 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 necessary, and identifying areas for continuous improvement in processes, capability, and/or behaviors.
- Take responsibility and drive own personal performance and development.
- Perform a range of day-to-day administrative duties and assist with other duties as required.

Desired Skills and Experience:
- Ability to work within a strict compliance environment governed by complex legislation.
- Well-developed verbal, listening, comprehension, and written communication skills, with excellent time management, planning, delivery, and management of stakeholder expectations.
- High standard of work, with ability to manage quality of own and others' work.
- Resilience in difficult situations, and initiative to ensure problems are identified, addressed, and resolved effectively.
- Strong understanding of the LeavePlus operational systems from a user perspective.
- Comprehension of the LeavePlus legal constitution, legislation, policies, operational processes, or the ability to grasp these quickly.

About Us
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 fund the long service leave benefit available to construction industry workers after seven years of work in the industry. LeavePlus has statutory powers to enforce compliance by employers with the scheme.

We welcome candidates who are passionate about delivering exceptional member experiences and ensuring compliance in a strict regulatory environment.

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