Senior Client Services Administrator
Core
Subject Matter Expert for superannuation products, fund rules, and contact centre operations, providing coaching, quality assurance, and technical guidance to ensure high-quality service and compliance outcomes.
Role type
Senior Client Services Administrator (Contact Centre SME & Coach)
Builds
High-quality member service experiences, compliant fund administration processes, and a capable contact centre team.
Domain
Financial Services / Superannuation / Fund Administration
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
RG146 qualification, superannuation and insurance legislation knowledge, contact centre operations experience, coaching and mentoring, quality assurance, knowledge management, complex enquiry resolution, stakeholder management, analytical problem-solving, written communication
Preferred skills
SME experience, complaint handling framework knowledge, workforce capability development experience, process improvement initiatives
Technologies
Contact centre systems, fund administration platforms
Responsibilities
Conduct quality assurance reviews and provide constructive feedback to team members; Act as an escalation point for complex member and operational enquiries; Develop and maintain contact centre reference materials and process documentation; Coach team members on communication, empathy, and de-escalation techniques; Process designated administration transactions accurately; Identify and recommend process improvements to enhance team performance and member outcomes
Seniority
Senior, hands-on IC with leadership support responsibilities
