Senior Customer Service Representative x 2 Positions

Apex Group Ltd (UK Branch); Wollongong City Council; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive remuneration

Training and development opportunities

Job summary

Apex Group Ltd (UK Branch) in Wollongong is seeking a Senior Customer Service Representative to provide accurate information to members and support the fund administration process. You will handle inquiries by phone and email, aim for first-contact resolution, build rapport, and work closely with Team Leaders to ensure service levels are met.

The role requires knowledge of superannuation rules, RG146 certification, and ability to work collaboratively in a fast-paced call centre environment.

Qualifications

• Detailed knowledge of superannuation fund administration and relevant legislation.
• Experience in insurance/superannuation industry is advantageous.
• Thorough knowledge of Defined Benefit rules and legislation.
• RG146 certification mandatory or willingness to complete.
• Ability to apply extensive scheme knowledge to member situations.
• Team-oriented and collaborative work style.
• Mental agility with calm, rapid problem-solving.
• Resilient and able to handle challenging interactions.

Responsibilities

• Grasp, retain and package key information to the member so the outcome is positive.
• Communicate effectively via telephone, email and member interviews.
• Provide answers to enquiries on first contact.
• Accept accountability for member concerns and follow through to resolution.
• Inform Team Leaders of issues affecting performance levels.
• Contribute to overall team effectiveness and assist in other areas.
• Explain the role of Call Centre to fund members to facilitate information flow.
• Provide factual information and keep members informed if unresolved at first contact.
• Build rapport and offer empathetic assistance.

Skills

Superannuation knowledge

Regulatory knowledge

Team collaboration

Communication skills

Problem solving

Customer service ethos

Resilience

Mental agility

Education

RG146 certification

Tools

None

Job description

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.

What you will be doing :

• 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.
• Where appropriate explain the role and function of Call Centre to fund members, to facilitate the communication of information.
• 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
• Build rapport with members and offer empathetic assistance.

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
• Ability to comprehend information such as extensive scheme knowledge and able to apply this to a member’s situation using broader understanding
• Work collaboratively and in a team environment.
• Mental agility so that planned approaches can be made extremely quickly, while also giving the impression of calmness
• Resilient by nature, have a reliable method of coping with possible confrontations and rebuttals

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.”

Disclaimer

Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.