Specialist

**Overview**

**Key Accountabilities and Main Responsibilities**
- Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
- Provision of efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
- Investigation and ownership of complex member queries
- Achievement of all Key Performance Indicators (KPIs)
- Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)
- Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
- Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
- Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group
- Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions
- Demonstrating drive and motivation by keeping abreast of current industry related information and changes
- Displaying a proactive approach to independent learning
- Actively contributing towards continuous process improvement
- Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
- Adhering to all legislative requirements required for the role
- Complying with Link Group Privacy a policy and procedures

**Experience & Personal Attributes**
- Excellent understanding of relevant Superannuation legislation and industry knowledge
- Sound knowledge of MS Office and other software packages
- General knowledge of superannuation pensions
- Accuracy and attention to detail and ability to think laterally
- Good investigation and problem solving abilities
- Customer focused and the ability to collaborate with others to achieve desired outcomes
- Prioritisation and time management skills to meet tight deadlines
- Generate creative solutions to address problems and commit to follow through.
- Sound knowledge of technical and compliance issues, understanding relevant policies and legislation.
- Excellent communication skills both verbal and written

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 diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.