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Customer Service Representative

3 weeks ago

Brisbane Central Business District, Australia HAYS Full time

Permanent Position | Brisbane CBD Location | Full Time | 60,000 + Super | WFH options after probation
**Your new company**
This Queensland-based superannuation fund provides trusted and reliable investment, advice and insurance for members from government, private sectors and the wider community.

**Your new role**
The Member Support Specialist role is the first point of contact and is responsible for assisting valued members, employers and the general public on a broad range of enquiries regarding superannuation. The Member Support Specialist provides an exceptional customer experience by resolving enquiries at first point of contact wherever possible, identifying customer needs and promoting relevant products and services as appropriate.

In this role you will:

- Manage inbound and outbound calls and written enquiries from/to members, employer and other fund stakeholders
- Conduct outbound relationship management campaigns
- Identify acquisition and retention opportunities and refer to appropriate channels
- Assist in the documentation and improvement of processes and standards.
- Promoting member understanding of the financial services offered by the Fund
- Conduct complaints investigations and remedy in line with authority
- Participate as part of a team within the Contact Centre and develop and maintain a positive working environment
- Comply with the Employee Handbook and all associated requirements and policies
- Assist in the identification, analysis and escalation of breaches and risks in your business unit
- Completion of all ongoing training within agreed timeframes

**What you'll need to succeed**
- Previous work experience in the financial services, insurance, superannuation industry within a Customer Service/ contact centre role
- Current RG 146 (Superannuation) compliance is desirable
- High level of verbal and written communication skills
- Strong attention to detail and problem solving skills
- Computer literate - Microsoft Office, Acurity, Salesforce, or any appropriate financial planning software or similar administration system.

**What you'll get in return**
- Work from home options available after probation period
- Opportunity to work in a growing and diverse team
- Great workplace culture and ongoing training
- Brisbane CBD location

**What you need to do now**

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508** #2689142