Employer Services Specialist: Customer Impact & Compliance

Colonial First State; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Birthday leave

Employer Super

Life Leave - 3 days per annum

Sonder mental health support app

BUPA health insurance access

Confidential coaching and counselling

Job summary

Colonial First State in Sydney is seeking a proactive Employer Services professional to join the First Choice Operations team. You will support employers, advisers and internal stakeholders with timely, accurate servicing and onboarding across SuperChoice and related processes.

You will collaborate with Relationship Managers and outsourced partners to ensure high-quality service delivery, maintain records, and drive continuous improvement in processes and controls.

Qualifications

• Strong customer service mindset with the ability to multitask in a fast-paced environment.
• High attention to detail and commitment to quality and accuracy.
• Clear and professional written and verbal communication skills.
• Strong problem-solving skills with a proactive approach to issue resolution.
• Ability to work collaboratively across teams and with outsourced partners.
• Experience in operational servicing, administration or customer support roles.
• Exposure to employer servicing, superannuation or financial services environments.
• Understanding of compliance, risk and quality principles in an operational setting.

Responsibilities

• Act as a primary point of contact for employers, Relationship Managers and internal stakeholders, responding to enquiries by phone and email in a timely and professional manner.
• Provide end-to-end support for employer services, including SuperChoice-related queries, employer onboarding, plan maintenance and general servicing activities.
• Build and maintain positive working relationships with internal teams and external service providers to support seamless service delivery.
• Manage assigned queues and workflows to meet service-level targets and minimise delays.
• Administer and maintain accurate employer and member records, either directly or in collaboration with outsourced service providers.
• Complete servicing activities in accordance with CFS policies, operational standards and regulatory obligations.
• Participate in quality assurance checks where required to support accuracy and compliance in employer servicing.
• Take ownership of issues and drive them through to resolution, escalating risks or complex matters when necessary.
• Support knowledge sharing, capability uplift, coaching and mentoring within the Employer team, and act as a point of escalation for complex employer matters when required.
• Support change delivery activities, including process improvements and transition initiatives.

Skills

Customer service

Multitasking

Attention to detail

Communication skills

Team collaboration

Problem solving

Job description

Colonial First State in Sydney is seeking a proactive Employer Services professional to join the First Choice Operations team. You will support employers, advisers and internal stakeholders with timely, accurate servicing and onboarding across SuperChoice and related processes.

You will collaborate with Relationship Managers and outsourced partners to ensure high-quality service delivery, maintain records, and drive continuous improvement in processes and controls.