Service Consultant

Service Consultant

**About Cbus**
Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

**About the role**
The Service Consultant (6 Months - Maximum Term Contract) is primarily responsible for managing enquires and providing information about our insurance compensation program.

This role will also contribute to the service and retention of Cbus employers by creating and building strong interpersonal relationships with our managed employers and responding promptly to enquiries.

The Consultant will be accountable for service to members and potential members through phone, chat and in person service channels, responding to both inbound service enquiries as well as participating in outbound campaigns supporting the promotion of products, opportunities and services offered by Cbus.

They will use their expertise of Cbus products to deliver a higher level of service in accordance with Service Enquiry Design procedures.

The role will be responsible for delivering general financial information in relation to superannuation under the United Super Pty Ltd AFS License.

**Key Accountabilities**

The Service Consultant will be responsible for (but not limited to) the following:

- Responding efficiently and accurately to members and employers in line with Quality Framework, offering solutions and ensuring members, employers and other customers feel valued.
- Proactively identify, assess, and act on opportunities and ensure all leads and referrals are acted on in a timely manner to meet customer expectations.
- Resolve issues and deescalate potential complaints.
- Escalate issues or complaints where applicable by professionally facilitating the appropriate process.
- Proactively contribute to business process improvement to minimise handoffs and touchpoints and improve efficiencies across business.
- Manage requests through to full resolution.
- Undertake outbound campaigns as directed in line with Best Practice Service Enquiry Procedures
- Compliance with legislation, regulations, and policies.
- Other related duties as required from time to time as requested by the Team Manager

**Key Selection Criteria**
- Demonstrated experience working in a complex service environment, with complex products, highly regulated industry, and a diverse member base.
- Well
- developed interpersonal skills including the ability to build effective working relationships with a range of stakeholders and customers.
- Advanced communication skills; confident professional and an empathic listener. Explains complex information in an easy-to-understand manner.
- High levels of self-motivation and initiative
- Strong attention to detail
- Well-developed problem-solving skills
- Effective organisation and prioritisation skills.
- Strong superannuation knowledge
- RG146 accreditation (or the willingness to complete)

**Belong at Cbus**
We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

**We're keen to hear from you**

Applications Close: 30 Aug 2024
This is a 6 Month (Maximum term contract) position

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.

Job ID 4268616