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Contact Centre Consultant

2 weeks ago

Melbourne, Australia AMP Limited Full time

Be part of a high performing team
- Location: Melbourne
- Initial 3 Month contract

**The opportunity**

The North Service Centre is responsible for servicing advisers and clients on the North Platform. The North Consultant role encompasses call centre responsibilities to deliver a superior level of service that consistently meets and often exceeds the expectations of AMP’s advisers and clients. **This is contingent contract role working at AMP.**

**About the role**:

- Provide an elevated level of end-to-end customer service to North Advisers and Clients through handling inbound telephone.
- Respond to telephone enquiries with a keen sense of ownership and take appropriate action. This may involve chasing up.
- Gain an in-depth understanding of the product and its administration.
- Possess an in-depth understanding of the product and platform.
- Conduct online training & coaching with Advisers & practice staff.
- Analyse difficult and new exceptions and queries to determine appropriate solutions.
- Manage complex queries and process exceptions.
- The correct answer or referring the issue to another area for action.
- Assist with testing website and administration systems when and if required.
- Assist with documenting procedures when and if required.
- Identify areas of improvement and assist in establishment of work practices.
- Provide problem solving capabilities to ensure implementation dates can be met.
- Analyses the cause of a customer's problem and assesses the appropriate course of action.
- Ensure correct information relating to product design, legislation, procedures, and AMP Australia organisational knowledge.
- Adhere to relevant KPI’s and service standards.

**About you**:

- Completed year 12 or equivalent.
- Diploma in Financial Planning highly regarded.
- Finance or commerce degree, or diploma, preferred.
- Adviser office experience, desirable
- RG 146 qualifications highly regarded.

**Job specific capabilities required**:

- Superannuation and regulation knowledge (desirable)
- Managed fund industry knowledge (desirable)
- Understanding of share market (desirable)
- Understanding of financial planning concepts (desirable)
- General knowledge of financial markets and investment assets (desirable)
- Experience in Platforms (desirable).

**Working at AMP**

We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

**Wellbeing & Benefits**

We invest in the health, wellbeing, and development of all our people including out contingent professionals, by offering a range of great benefits to support you be your best, professionally, and personally:

- Finance & investment assistance and opportunities
- Salary packaging and novated vehicle leases
- Employee Assistance Program - Benestar.
- Access to discounted health and wellbeing initiatives through Medibank.
- Access to a range of discounted offerings via an extra’s benefits program.
- Networking / professional development opportunities and events