Specialist, Pensions

**Overview**

The Pension Specialist will be responsible for providing expert quality administration and customer service support to internal and external stakeholders within the agreed timeframes as set out in the LINK Standards of Service agreement.

The Specialist contributes to the achievement of the team’s objectives and participates in the continuous improvement process.

A customer centric focus will be required to achieve premium customer service through accurate and timely quality review of work items.

There will also be a requirement to provide processing assistance to the operational areas as required.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Provide superior service to Funds, members and other stakeholders meeting service and quality standards
- Take action on all work-related matters with mínimal escalation to your Team Leader/Manager
- Complete assigned administration tasks within agreed service standards and quality measures including but not limited to processing, authorising and follow ups
- Provide superior service to all stakeholders by ensuring service level agreements and quality standards are met.
- Action any formal complaint requests for information within 24 hours of receipt
- Ensure commitment to Link Core Values

Operational Management
- Provide superior service to all stakeholders by ensuring service level agreements and quality standards are met.
- Resolve complex queries beyond the skills, knowledge or authority of team members, and ensure procedures are compliant, followed correctly and service standards achieved
- Allocation of work to ensure effective operation of the team
- Identification and communication of all issues arising from current systems and processes
- Completion of all reporting within required standards
- Participate and complete pre and post system testing of enhancements on an as needed basis
- Proactively address system issues, making recommendations and participating in projects across the team
- Assist the Team Leader in rostering of staff to ensure adequate coverage for daily/weekly operations
- Allocation of work to ensure effective operation of the team
- Maintenance of end to end processing and ensuring the updating of procedures to reflect changes
- Training of new staff members using the training and coaching tools through Link
- Take responsibility for administration issues - manage through to implementation within agreed time frames

People Leadership
- Provide technical and fund knowledge to the team to ensure team goals are achieved and service standard requirements met. Keep abreast of all changes to Fund business rules and legislative changes.
- Be a role model for staff in respect to management style and leadership
- Support Team Leader/Manager together with your other team members in fostering day-to-day collaboration and positive teamwork to ensure that your teams’ objectives are achieved
- Be the first escalation point for member and administrator enquiries
- Actively participate as a member of the team providing support to other areas of the business as required
- Maintaining a positive and open relationship with staff, other seniors and peers
- Act as Team Leader, in the absence of the Retirement Income Team Leader
- Provide support to the Team Leader
- Staff development -provide proactive coaching, mentoring and performance improvement for team members
- Develop and maintain effective working relationship with key fund team staff and other relevant internal company contacts
- Maintain open and regular communication with key business stake holders

Governance & Risk
- Comply with legislative (e.g. AML, SIS) and license (e.g. AFSL, RSE) obligations, including the maintenance of up-to-date self-development of required skills and scheme/fund knowledge
- Action any formal complaint requests for information within 24 hours of receipt
- Assist the Team Leader with Fund and Link auditing requirements
- In relation to your role, you meet or exceed service standards under the schemes/fund SLAs at least 98% of the time. However, you should be working towards 100% as per our contractual obligations with the trustees

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**
- Excellent investigative and problem-solving skills
- A flexible and adaptable approach
- Demonstrated experience in a fast-paced customer service environment
- Strong customer service attitude
- Be a creative thinker and have good problem-solving skills.
- Experience in the financial services industry
- Extensive Superannuation, Income Stream and Unit Trust knowledge including a sound understanding of legislative and operating requirements
- Demonstrated ability to manage and implement change
- Self-motivated, results driven and customer focussed
- Proven ability to set goals and achieve them Professional presentation
- Excellent personal a