Superannuation Administrator

2 weeks ago

Adelaide CBD, Australia Mercer Full time

**Superannuation Administrator.**

**Role Summary**:
This customer-focused administration team is responsible for the provision of quality administration services to customers. The key responsibilities of this role include:

- Be the first point of contact for Global Service Delivery (GSD) teams.
- Address internal enquiries and escalations relating to the Administration Operations, e.g., Helpline.
- Respond to direct member enquiries and escalations.

The primary purpose of this role is to ensure that customer service is put first in all that we do and to ensure that high quality, seamless resolutions are provided to our customers’ enquiries in a timely manner.

**Role Responsibilities**:

- Respond to enquiries from GSD with respect to member transactions within Administration Operations for the portfolio of funds administered by the team.
- Respond to all escalated internal enquiries relating to Administration Operations members for the portfolio of funds administered by the team, managing with care and the urgency required to arrive at the best resolution.
- Respond to all direct member enquiries in relation to the Administration Operations for the portfolio of funds administered by the team, with the provision of outstanding customer service to resolve customer issues and enquiries.
- Ensure your work is prioritised appropriately, and perform all allocated tasks, including process and peer review, accurately and within assigned KPIs.
- Completion of other daily and ad hoc tasks as required, including completion of all workforce management requirements.
- Contribute to the overall team morale by maintaining professional and positive working relationships with work colleagues and adhering to Mercer policies and procedures and upholding our PRIIDE values.
- Meet all compliance requirements, including timely reporting of identified compliance issues.

**You will need to have**:
**Education**:

- VCE/HSC or equivalent.

**Experience**:

- Proven experience within a customer service environment.
- Superannuation experience (min 2 years).
- Involvement in a team environment preferred.

**Knowledge and skills (general and technical)**:

- Proven customer service skills.
- Computer skills (Word & typing skills).
- Strong written communication skills.
- Clear verbal communication skills.
- Solid understanding of the superannuation framework.
- Attention to detail.
- Ability to work under pressure to meet strict deadlines.
- Show initiative and contribute to a continuous improvement environment.
- Enjoy working in a team environment.

**About Mercer**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, gender identity or any other characteristic protected by applicable law.

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