Customer Service Officer

Apex Group Ltd (UK Branch); Wollongong City Council; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive remuneration

Training and development opportunities

Job summary

Apex Group in Wollongong seeks a Senior Customer Service Representative to provide accurate information to members and resolve enquiries in accordance with governing policies. You will engage via phone and email, build rapport, and support the team to maintain service levels.

The role requires detailed knowledge of superannuation fund administration, RG146 certification or willingness to obtain it, and experience in the insurance/superannuation sector.

Qualifications

• Detailed technical knowledge of superannuation fund administration.
• Experience in insurance/superannuation industry is an advantage.
• Thorough knowledge of Defined Benefit scheme rules and relevant legislation.
• RG146 certification is mandatory or willingness to complete it.

Responsibilities

• Provide accurate information to members via telephone and e-mail.
• Resolve member enquiries at first contact where possible.
• Keep Team Leaders informed of issues that may affect performance levels.
• Work collaboratively to improve overall team effectiveness.

Skills

Superannuation knowledge

Industry experience

Defined Benefit rules knowledge

RG146 certification

Job description

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Senior Customer Service Representative

Location : Wollongong

Description

This is an exciting opportunity to provide accurate information to customers in a helpful manner and in accordance with the governing legislation and policies.

Job specification

Customer Service

• Grasp, retain and package key information to the member so that the outcome is positive

• Communicate effectively via the telephone, e-mail and member interviews

• Provide answers to enquiries upon the first contact.

• Accept accountability for member concerns and follow through until resolution.

• Ensure Team Leaders are informed of any issues that may adversely affect Mercer’s performance level agreement.

• Contribute to the overall effectiveness and efficiency of the team. Where appropriate, assist in other areas.

Fund Knowledge

• Ability to comprehend information such as extensive scheme knowledge and able to apply this to a member’s situation using broader understanding

• Provide factual information to members’ enquiries and ensure those members with enquiries that cannot be resolved upon the first contact are kept informed of the progress until the enquiry is resolved

• Where appropriate explain the role and function of Call Centre to fund members, to facilitate the communication of information.

Relationship Management

• Build rapport with members and offer empathetic assistance.

• Resilient by nature, have a reliable method of coping with possible confrontations and rebuttals

• Mental agility so that planned approaches can be made extremely quickly, while also giving the impression of calmness

• Work collaboratively and in a team environment.

Skills Required:

• Detailed technical knowledge and understanding of superannuation fund administration, relevant legislation and the superannuation schemes administered by Apex Superannuation Administration Services.

• Previous experience working within the insurance/superannuation industry an advantage

• Thorough knowledge of complex Defined Benefit superannuation scheme rules, guidelines and relevant legislation and the capacity to apply those to interpret scheme legislation and policy for reference to case work

• Regulatory Guide (RG) 146 certification mandatory or aptitude and willingness to complete certification; maintenance of SuperCPD points once RG146 accredited

What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business;
• Competitive remuneration commensurate with skills and experience;
• Training and development opportunities

This role is covered by enterprise agreement, which sets out the pay rates and conditions.

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please https://www.apexgroup.com/corporate-social-responsibility/

“Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.”