Customer Service Officer (Hub Specialist)
Core
Resolve complex member queries and act as the first escalation point for sensitive cases involving members, beneficiaries, and trustees within a superannuation contact centre.
Role type
Senior Customer Service Officer (Hub Specialist)
Builds
Service delivery for superannuation members and stakeholders
Domain
Financial services / Superannuation
Deliverable
client delivery
Required skills
Complex problem-solving, investigation, regulatory compliance, stakeholder management, process improvement, KPI management, written and verbal communication
Preferred skills
Domain knowledge in superannuation, handling sensitive conversations, proactive learning
Responsibilities
Deliver first-call resolution, investigate and resolve complex issues, meet and exceed KPIs, support team leader with high-priority requests, identify risks and recommend process improvements, ensure regulatory compliance
Seniority
Mid-level, hands-on IC