Edge Service Specialist

Colonial First State; Victoria; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Colonial First State (CFS) seeks a Contact Centre Specialist to support our flagship CFS Edge product from our Hawthorn East office with options for two days per week work-from-home after training. You will handle advisor and investor inquiries via calls, chats and emails, helping customers navigate platforms and achieve high adoption and satisfaction.

We value customer obsession, clear communication, and the ability to thrive in a fast-paced environment.

Qualifications

• Experience in customer service, preferably in financial services or superannuation.
• Strong communication and active listening skills for professional exchanges.
• Ability to educate customers and guide them to self-serve on platforms.
• Comfort with fast-paced, KPI-driven environments.

Responsibilities

• Be the primary contact, delivering exceptional customer service to advisors and staff with focus on first call resolution.
• Manage interactions via web chat, inbound calls, emails, and follow-ups with advisers and investors.
• Educate customers to self-serve on the platform and direct to digital channels.
• Identify and escalate issues for investigation and resolution.
• Aim to meet KPIs while accepting coaching and feedback for continuous improvement.

Skills

Customer service

Communication

Active listening

Relationship building

Job description

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.

The Role

The CFS Edge Service Centre is responsible for our new flagship product CFS Edge. As a Contact Centre Specialist you will have the chance to positively impact our financial advisor customers 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 newly renovated Hawthorn East office with the option of 2 days per week of working from home after the training period to suit your lifestyle goals.

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

• Customer service experience in the superannuation and investment industry is preferred, candidates from financial services are also encouraged to apply
• A passion for customer obsession and putting the customer at the front of everything you do
• 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 for our customers.

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.

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 in Wurundjeri Woi-wurrung (Melbourne)

Job Info

• Job Identification 3758
• Job Category Project Management Office
• Job Schedule Full time