Contact Centre Officer

Job Description Get To Know Us:SS&C Technologies is the world's largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency.
SS&C's unique business model combines end-to-end expertise across financial services operations with proprietary software and solutions to service even the most demanding customers in the financial services and healthcare industries.
Why You Will Love It Here
Flexibility: Hybrid Work ModelYour Future: Income Protection InsuranceWork/Life Balance: Flexible Time OffYour Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD InsuranceDiversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on DiversityTraining: Hands-On, Team-Customised, including SS&C UniversityExtra Perks: Discounts on fitness clubs, travel and more
What You Will Get To Do:You'll also engage with a diverse customer base, including vulnerable members, so empathy, active listening, and understanding are key.
As you grow your knowledge of our products and services, you'll use it to provide clear, effective support that builds trust.Collaboration is at the heart of what we do—you'll work closely with teammates, stakeholders, and operational staff to ensure the best outcomes.
In return, we offer a flexible hybrid working model and a relaxed business-casual environment.If you thrive on delivering excellent service and want to be part of a supportive, innovative team, we'd love to hear from you
Apply strong problem-solving skills and knowledge of the superannuation industry, legislation, and fund requirements to resolve complex issues and recommend appropriate solutions.Provide proactive outbound contact with members as part of approved campaigns and offer empathetic support to members and beneficiaries during times of need.Maintain accurate member records and ensure compliance with fund, AFSL, and regulatory obligations, including completion of ongoing training and education.Achieve set KPIs, SLAs, and performance targets while contributing to continuous improvement initiatives that drive a best-in-class member experience.Support business operations through administrative tasks, specialised projects, UAT testing, and campaign activities as required.Assist team members by handling escalations, answering ad hoc enquiries, and sharing knowledge to support skill development across the team.Collaborate positively with colleagues and follow guidance from senior staff and team managers to deliver on team and business objectives.Participate in regular training and upskilling opportunities to strengthen personal and team capabilities.Uphold policies, procedures, and risk controls to protect business integrity and minimise exposure.Embrace hybrid working, maintaining a positive and professional attitude, with a requirement to work onsite at least two days per week (initial training will be onsite full-time for the first week).
The Contact Centre operates Monday to Friday, 8 am–8 pm, and depending on business needs, you may be required to work flexibly within these hours.What You Will Bring:Proven ability to thrive in a high-volume, fast-paced environment, with previous contact centre experience highly regarded.Exceptional communication skills, both written and verbal, with the ability to engage confidently with members and external stakeholders.Strong customer service focus, with demonstrated experience in providing high-quality service and support in a contact centre or similar environment.Experience in superannuation or the financial services industry, with knowledge of relevant legislation and processes highly regarded.RG 146 compliant (or commitment to undertaking the study) desirable.Proven conflict resolution skills and the ability to manage difficult situations with professionalism, empathy, and a positive attitude.Highly organised, process-oriented, and detail-focused, with the ability to multitask, coordinate workflow, and consistently meet deadlines.Proactive team player who can also work independently, contributing to shared goals while managing individual tasks effectively.Proficient in Microsoft Office (Word, Outlook, Excel) and able to quickly learn new systems and processesCommitted to continuous learning, with a willingness to stay updated on industry knowledge and practices.Friendly, people-focused, and motivated by exceeding customer expectations.We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation.
It's important to us that we strive to have a workforce that is diverse in the widest sense.