Member Solutions Consultant

1 week ago

Sydney, Australia Impel Management Pty Ltd Full time

Superannuation Call Centre
- Fantastic team with flexible work culture
- $75-$80k + super + bonus

**Role Summary**

The Member Solutions Consultant plays an important role in helping to achieve the key business goals of:

- Engagement of members
- Retention of members
- Satisfaction and loyalty of our members

**Key Responsibilities**
- Conduct proactive outbound calls to assist members in optimising their superannuation outcomes and guide them through their next best actions, offering general advice and education where needed.
- Support team members by offering technical expertise when required.
- Manage member experiences by understanding their specific plan arrangements, updating member records, and facilitating member requests within agreed service level agreements (SLAs).
- Foster innovation and enhance member experiences by championing customer feedback and insights, identifying process improvements, and promoting best practices.

**Key Performance Indicators (KPIs)**
- Achieve daily call targets.
- Maintain high call quality levels.
- Generate advice referrals.

**Skills/Attributes/Experience Required**
- RG146 compliant
- 12 months+ of experience in superannuation, retirement, or individual investor roles within a professional, fast-paced corporate team environment.
- Contact centre inbound/outbound calls experience from a superannuation background.
- Passion for delivering exceptional customer experiences and aiding people in understanding their personal finances, particularly retirement savings.
- Excellent verbal and written communication skills, with the ability to convey technical information to various audiences.
- Strong teamwork and collaboration skills.
- Self-motivated, flexible, and able to exercise independent judgment.
- Track record of meeting or exceeding established goals.

This is an amazing opportunity to join a global investment management company who pride themselves on creating a strong and collaborative culture.

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