Member Services Consultant

5 days ago

Perth, Australia Link Group Full time

Role purpose 
You will be the first point of Member contact for a range of superannuation and retirement inquiries, including technical support and fund product information in a professional and customer focused manner. The role requires you to explore the needs of members beyond their initial enquiry, with the aim of offering products and services to add further value to member’s superannuation and retirement accounts. This may also entail generating referrals to other areas of our business You will be required to handle inbound calls, make outbound calls and additionally respond to email and written correspondence. Furthermore, there is an opportunity for growth in the Click to Chat service.

Key Accountabilities and main responsibilities

Strategic Focus 

  • Deliver high quality customer service on inbound and outbound calls
  • Servicing Members through a number of other channels such as email, written correspondence and Click to chat
  • Provide efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution to ensure an outstanding member experience
  • Identify opportunities with callers to provide information regarding “Value Add” services without providing financial advice and conduct needs based conversations
  • Achievement of all Key Performance Indicators and internal Service Level agreements
  • Participate in formal and informal team based training
  • Demonstrate willingness to increase your Superannuation knowledge including funds and administration functions

Operational Management 

  • Demonstrate flexibility to alter shifts to meet operational demands
  • Positive participation in the team and team meetings to discuss and share ideas and achievement of team goals
  • Positive representation of Link Group by living the Link Group Core Values
  • Demonstrate a proactive approach to independent learning

People Leadership 

  • Demonstrate a proactive approach to independent learning
  • Support peers and colleagues in delivering results, working closely with colleagues within the Contact Centre and the broader Link Group
  • Be committed to Equal Employment Opportunity principles, Occupational Health & Safety Act and Anti-Discrimination Act principles.

Governance & Risk 

  • Work with Technical specialists and Team Leader to improve personal capability to increase skills via delegated responsibilities/projects and to make recommendations for process improvements or best practice initiatives.
  • Adhere to all legislative requirements required for the role
  • Comply with company Privacy and Financial advice policy and procedures
  • The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs

Experience & Personal Attributes

  • Computer literate and strong keyboard skills (Excel, Word)
  • Proven track record of delivering results/KPIs ie average handle time, quality, adherence, referrals, cross-selling
  • Demonstrates professionalism and a strong customer service ethic
  • Excellent telephone and verbal communication skills and a pleasant phone manner
  • A genuine passion for customer service
  • Ability to work under pressure and maintain set target levels
  • Openness to feedback and willingness to develop professionally
  • Excellent problem solving ability
  • Experience working in a successful team environment
  • Attention to detail and accuracy
  • Previous experience in a Contact Centre or a similar role specialising in complex products/services
  • A desire to work in the superannuation industry

Desirable
ASFA qualification or equivalent very well regarded
Experience in financial services or superannuation fund industry

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