Clearing House Transition Specialist

**Overview**

Acting as the primary point of contact for potential or existing HESTA Clearing House employers, the Clearing House Transition Specialist takes ownership and guides the employer through the entire transition process from Clearing House registration to first contribution submission including Single Touch Payroll, whilst delivering superior levels of customer service and ensuring a quality employer experience.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Creates a positive employer experience by quickly establishing rapport and personalising the responses directly relating to HESTA Clearing House and Single Touch Payroll queries
- Take ownership of Employer enquiries/issues through to effective resolution and share knowledge gained where beneficial to the overall team knowledge base.
- Deliver a superior service experience that identifies the employer’s circumstances, expectations and needs early to resolve the need for multiple employer enquiries
- Feedback loops to the wider business in order to review process improvements and preventative actions

Operational Management
- Make and manage outbound calls as a means of responding to HESTA Clearing House and Single Touch Payroll enquiries. Outbound calls may also include database management or education campaigns as required.
- Develop a high level of HESTA Clearing House and Single Touch Payroll technical knowledge to best service employers.
- Ensure service standards are met
- Be an active transition team member and contribute to the achievement of shared team objectives
- Identify and implement projects and campaigns necessary for the maintenance of existing HESTA Clearing House employer database
- identify employer needs and be able to effectively assist them.

Governance & Risk
- Report all non-compliance with policy or procedures
- Identify and escalate high net worth or media complaints to mitigate risks
- Adhere to SLA and Legislative timeframes

**Experience & Personal Attributes**
- Financial Services Industry experience
- Demonstrated knowledge of Employer contribution methods
- Existing knowledge of Link’s current Superstream Solutions for employers
- Confidence to make quality decisions, identify consequences of decisions and seek further advice or escalate an issue when required
- Customer Service and administration knowledge
- Excellent written and verbal communication skills
- Excellent file management skills and the ability to take responsibility to ensure work is completed
- Continuous improvement focus, with the ability to identify business improvements
- Strong analytical and problem solving skills and the ability to express complex responses in a logical and easy to understand way
- Ability to articulate and explain outcomes and recommendations clearly and rationally
- Displays initiative, particularly when problem-solving and making pragmatic decisions
- High level of motivation, innovation and initiative in line with Link’s objectives
- Exceptional attention to detail, time management and organisational skills
- Ability to work across Link Group organisational boundaries and build strong working relationships with key stakeholders
- Ability to be deal with ambiguity and change in role direction and focus when required to support the business need

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that div