Edge Service Specialist

1 month ago

Hawthorn East, Australia COLONIAL FIRST STATE Full time

Would you like to work in an organisation that encourages and supports you to be your best? At CFS you'll join an organisation that is so much more than striving to give our customers financial freedom in retirement. It's at the heart of what we do and that's why we are committed to developing a culture of expert and passionate people. 

Your Team
The CFS Edge Service Centre is responsible for our new flagship product CFS Edge. As a Service Centre Specialist, you will have the chance to positively impact our customers and advisors by providing day to day support and education of our products and platforms using new capabilities through telephony channels and web messaging. 

 At CFS, we believe work life balance means something different for everyone, this role is based in our Hawthorn East office with the option of 2 day per week of WFH after the training period to suit your lifestyle goals. 

Please note, these positions will be commencing on 14th of October 2024. Interviews will take place on the 24th of September 2024. 

Your Responsibilities

  • Be the primary point of contact, delivering exceptional customer service to our advisor and their support staff with a focus on first call resolution. 
  • Develop positive relationships and manage customer interactions via web chat, Inbound calls, emails and follow up outstanding requirements with Advisers, their support staff, or investors.
  • Focus on educating and supporting Customers to self-serve on the platform using every opportunity to direct back to our digital channels to achieve full adoption of the platform capability.  
  • Swiftly identify and elevate issues for comprehensive investigation and resolution.
  • Embrace a drive to achieve key performance indicators while remaining open to coaching and feedback, fostering continuous improvement and growth.

Your Capability and Experience

  • A passion for customer obsession and putting the customer at the front of everything you do
  • Experience in the superannuation and investment industry, ideally working within a wrap platform environment 
  • You thrive in fast-paced, results-orientated environments, finding fulfillment in such settings
  • Possess excellent communication and active listening skills, ensuring a seamless and professional exchange with customers
  • Enjoy learning about new systems and demystifying complex information.

What to Expect 
At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

  • Access to CFS Employer Super
  • Life Leave - 3 days per annum
  • Access to Sonder who provides human-powered medical, mental health and safety support through one easy-to-use app enabling you to get support whenever and wherever you need.
  • Access to Corporate rates with BUPA Health Insurance
  • Confidential coaching and counselling services supporting life, mind, body, relationships, work and family to assist you in taking charge of your own health and wellbeing

CFS Culture 
At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality, and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential. 

 Apply today and join us in helping Australians to achieve their financial freedom. 

 Please note, CFS requires all candidates to have full work rights in Australia. 

 Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate's employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

This role is based on Boroondara land. 

  • A passion for customer obsession and putting the customer at the front of everything you do
  • Experience in the superannuation and investment industry, ideally working within a wrap platform environment 
  • You thrive in fast-paced, results-orientated environments, finding fulfillment in such settings
  • Possess excellent communication and active listening skills, ensuring a seamless and professional exchange with customers
  • Enjoy learning about new systems and demystifying complex information.
  • Be the primary point of contact, delivering exceptional customer service to our advisor and their support staff with a focus on first call resolution. 
  • Develop positive relationships and manage customer interactions via web chat, Inbound calls, emails and follow up outstanding requirements with Advisers, their support staff, or investors.
  • Focus on educating and supporting Customers to self-serve on the platform using every opportunity to direct back to our digital channels to achieve full adoption of the platform capability.  
  • Swiftly identify and elevate issues for comprehensive investigation and resolution.
  • Embrace a drive to achieve key performance indicators while remaining open to coaching and feedback, fostering continuous improvement and growth.

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