Senior Customer Service Representative
Core
Provide accurate information and empathetic assistance to fund members regarding superannuation schemes and legislation via telephone, email, and interviews.
Role type
Senior Customer Service Representative (Superannuation)
Builds
Member support and communication for Apex Superannuation Administration Services
Domain
Financial Services / Superannuation / Fund Administration
Deliverable
client delivery
Required skills
Superannuation fund administration knowledge, relevant legislation expertise, Defined Benefit scheme rules interpretation, regulatory compliance (RG 146), complex scheme knowledge application, member rapport building, issue resolution, team collaboration
Preferred skills
Insurance industry experience, mental agility, resilience in confrontational situations
Technologies
None stated
Responsibilities
Grasp and package key information for members, communicate effectively via multiple channels, provide first-contact answers, accept accountability for member concerns, inform Team Leaders of performance-affecting issues, contribute to team efficiency, explain Call Centre role to members, keep members informed on unresolved enquiries
Seniority
Senior, hands-on IC