Team Member, Customer Contact

Resolution Life; City of Melbourne; Hybrid; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Hybrid work arrangement

Career development

Wellbeing programs

Volunteer leave

Job summary

Resolution Life is seeking entry-level Customer Support Team Members to join our Melbourne-based Customer Contact team. This rare-entry level role kicks off your career in Financial Services, with onboarding that covers our products, processes and systems to assist customers with simple enquiries.

You'll be supported by Coaches and Leaders as you gain confidence on the phone, handling more complex queries over time and helping advisers with new business applications.

Qualifications

• Strong background in customer service and ability to work under pressure.
• Experience working toward KPIs and targets.
• Excellent verbal and written communication skills.

Responsibilities

• Answer customer inquiries via phone, email and correspondence.
• Assist customers with simple enquiries (payments, updating payment details, etc.).
• Support advisers with queries about existing policies and new business applications.
• Learn products, processes and systems during onboarding and ongoing training.

Skills

Customer service

KPIs

Verbal communication

Written communication

System navigation

Autonomous work

Teamwork

Job description

Resolution Life Australasia is part of the Acenda Group.Acenda Group brings together some of Australia and New Zealand's most trusted life insurance brands. With 176 years of combined heritage and deep expertise across local markets, our Group includes Acenda Life, Resolution Life Australasia and Asteron Life New Zealand.

More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life.

Everything we do is driven by a clear purpose: to help our customers and their families live, save and retire with confidence.

We're building an inclusive, dynamic and future focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future.

If you're energised by change and motivated by purpose, this is your moment to make an impact.

The role

We have multiple permanent opportunities available for Customer Support Team Members to join our Melbourne based Customer Contact team. This rare-entry level role is well suited for those looking for an opportunity to kick-start their career in Financial Services.

Upon commencing, you will start with a group of new work mates where your first few weeks will be spent in an interactive learning environment understanding our products, processes, and systems to assist our customers with simple enquiries (taking payments, updating payment details and resending correspondence).

After this, you will move onto the Contact Centre floor where you'll get the opportunity to meet and engage with the wider team. You be supported by our Coaches and Leaders as you begin to interact with our customers and clients over the phone and continue to develop your skills and gain confidence in your new role.

Within your first few months you will continue to receive training as you begin managing more complex customer queries. Over time, you will also help advisers with their enquiries about their customer's existing policies as well as assisting with and providing updates on new business applications.

As you continue to flourish in your role in your first year at MLC Life Insurance, we will provide you with further opportunities to upskill across various products, learn more about and connect with other areas of the business, and become a technical expert within the team.

About you

• Have a strong background in customer service;
• Be reliable with the ability to work under pressure;
• Have experience working to & achieving KPIs;
• Have excellent verbal & written communication skills;
• Have the ability to pick up systems with ease;
• Be self-driven with the ability to work well autonomously and with a team; and
• Have exceptional work ethic and strong willingness to learn.

Bringing our best to life - why join us?

• We do work that makes a genuine difference to our customers, partners and community.
• We have a supportive, inclusive and flexible team culture, including hybrid working.
• We support your growth and development, and careers across our business units and teams that are as unique as our people.
• We reward and celebrate our successes, through our incentive and recognition programs.
• We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave.
• We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our Reconciliation Action Plan and sustainability commitments.

Why Join Us?

• Career pathways, including local and global mobility opportunities
• Leading Learning Platforms and support in professional development
• Health and Wellbeing Programs

Accessibility and Checks

Before commencing employment in this role, you will need to provide two references, full working rights and complete police and credit checks through an online provider. As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process.

Privacy Policy

Please refer to our Privacy Policy to learn about how we use the information you give us, alternatively you can view the same information by navigating to the page https://www.resolutionlife.com.au/privacy.