Contact Centre Administrator

The Contact Centre Administrator is responsible for being the first point of contact for a range of superannuation and retirement inquiries, including technical support and fund product information in a professional and customer focused manner.

This includes:

- Provision of high quality inbound and outbound client contact to existing client base, with a key focus on increasing member engagement and relationship building.
- Administration processing of various administration functions.

**Responsibilities**:
Below are the key responsibilities of this position. Although these are the specific duties outlined, there will be occasions where other duties will be required to be undertaken to assist the business in delivering services or enhancing our internal operations.

Customer Service

High priority given to member/ employer satisfaction, making members/ employers primary focus of own actions and decisions:

- To provide high quality inbound and outbound client contact to existing client base.
- Meet agreed Service Standards in relation to grades of service, call/contact handling, turnaround times, accuracy and first point resolution.
- Provide efficient and effective query resolution by anticipating member needs and taking ownership of first call resolution to ensure an outstanding member experience via the telephone and in writing as required.
- Effectively handle objections from members, quickly resolve queries/issues for members, and ensure complaints are handled in accordance with the Clients’ Fund Rules.
- Meet quality, Fund/Trustee and compliance standards adhering to all legislative and business requirements for the role.
- Demonstrate ability to adhere to work rosters and flexibility to alter shifts to meet operational demands.
- Keep abreast of fund and product information and relevant updates.
- Provide regular updates of work status to Team Leader, Contact Centre.

Administration services
- To effectively process the following administration transactions/functions:

- Third party authority updating and checking
- EPOA/POA updating and checking with relevant case notes
- Adviser authorities (new and updates)
- Member & Employer updates, changes to any contact details
- Benefit quotes
- To investigate and respond to complaints in a timely manner by drafting appropriate responses ensuring within Apex’s Complaint framework including any incident notifications and resolution as required.
- Ensure documented procedures and contact centre reference material are accurate, clear & concise and always kept up to date.
- Assist with team accuracy and meeting service standard requirements.
- Actively ensure own health and safety and the safety of others through understanding and implementing workplace health and safety obligations.
- Assist with any tasks or duties as directed by the Team Leader or Manager.

Team Member
- Develop and maintain cooperative relationships with other team members and areas, actively participating in team / staff meetings.
- Support the concept of continuous improvement and help identify areas for improvement.
- Ensure consistency in all dealings with internal and external clients.
- Demonstrate ability to work with rosters and flexibility to alter shifts to meet operational demands.

General
- Ensure Training hours contained within individual’s Training Plans are achieved or exceeded each year.
- Maintain RG146 qualifications at all times.
- Participate in training programs to increase knowledge of superannuation and insurance, to be more knowledgeable for dealing with all customer enquiries and enquiries from other service providers.

**Qualifications, Skills & Experience**
- RG146 qualifications or the ability to achieve compliance within 3 months.
- Knowledge of Superannuation and associated legislation that operates within the superannuation environment.
- Sound knowledge of Fund rules/ trust deed, insurance, charges/fees and investments.
- Demonstrated experience in an administration or contact centre environment.
- Excellent phone and verbal communication skills and a pleasant phone manner.
- Well-developed PC skills eg. Word, Excel, Outlook with speed and accuracy.
- Personal time management
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