Service Specialist

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

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team

You will join the Employer Services team within First Choice Operations. The team delivers operational and administrative support to employers, advisers and internal stakeholders, with a focus on accurate processing, timely resolution of employer-related requests and strong service outcomes. You will work closely with Relationship Managers, internal teams and outsourced service providers to support seamless delivery of employer services.

Your 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.

Your Capability and Experience

• Strong customer service mindset, with the ability to manage multiple priorities 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.

Desirable

• Exposure to employer servicing, superannuation or financial services environments.
• Understanding of compliance, risk and quality principles in an operational setting.

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:

• Additional day for your birthday
• 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.

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 Gadigal Land (Sydney).