Trustee Support Specialist

**Overview**

The Trustee Support Specialist contributes to the achievement of the team’s objectives by providing a specialist service to the staff from the Trustee.

Primary Role:
The primary role of the Trustee Support Specialist is to provide specialist assistance to the Trustee. This involves the investigation and management of escalations for the Trustee’s office within Link.

Secondary Role:
The secondary role of the Trustee Support Specialist is to provide assistance to other team members or teams or to undertake other tasks as requested by the team Manager. From time to time, this may also involve the coaching and development of other team members and supporting the Senior Trustee Support Specialist

**Key Accountabilities and main responsibilities**

Strategic Focus
- Follow through on issues identified by our internal and external stakeholders, by involving other staff where necessary, to achieve a result to the satisfaction of all parties.
- Respond to escalations and enquiries received from the trustee office for administration and service related matters
- Analyse enquiries to identify recurring themes and trends and report these to management to assist with continuous improvement
- Investigate enquiries and take ownership until the matter has been resolved
- Create and nurture excellent working relationships with all stakeholders both internal and external
- Compile and manage reoccurring and adhoc reporting within the team
- Undertake additional tasks and projects as reasonably requested by team Manager or Senior Trustee Support Specialist
- Identification and reporting of issues
- Managing the rectification of the issue from end to end ensuring regular (hour / daily / weekly as required) feedback to management
- Timeliness of resolution
- Follow through with all parties
- Good communication internally and with all external stakeholders
- Upholding professionalism and service
- Ensure timely and professional communication to the Trustee as required

People Leadership
- Provide guidance, support and coaching to members within the team
- Develop, implement and maintain effective communication strategies to ensure your team members are kept up to date with any changes to procedures, legislation or corporate issues.
- Actively participate in team meetings and staff meetings

Governance & Risk
- Ensure the efficient and effective resolution of escalations, ensuring escalations are resolved in line with Fund Business Rules and the Administration contract
- Identify internal/external training gaps and provide feedback as required
- Identify, report and participate in action plans to address risk issues.
- Participate in and adhere to the risk management processes in place within Link, for the team, and for the broader client base.
- Ensure all tasks within the team are performed in accordance with defined quality standards.
- Support, promote and contribute to continuous improvement of quality assurance.
- Ensure Procedures are updated promptly whenever it is found that procedures are out of date

**Experience & Personal Attributes**
- 2 years+ in a superannuation role, or in a related role that will enable the duties to be efficiently undertaken and/or
- RG146 - preferable
- This role requires the incumbent to have the ability to:

- Provide guidance and coach other team members to achieve set targets
- Excellent analytical, communication, investigation and trouble-shooting skills
- Build and maintain strong internal/external working relationships
- A passion for delivering superior customer service
- Strong knowledge of the business and business practices
- Identify and clarify client priorities, proactively resolving issues to their satisfaction.
- Handle sensitive issues as well as managing in meeting client expectations.
- Numeracy, accuracy, attention to detail

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