Senior Client Services Administrator
Core
Senior SME for superannuation products, fund rules, and contact centre operations, providing coaching, quality assurance, and technical guidance to ensure high-quality service and compliance.
Role type
Senior IC client services administrator (superannuation)
Builds
High-quality member servicing, compliance outcomes, and positive member experiences for fund clients
Domain
Financial services (superannuation/fund administration)
Deliverable
client delivery
Required skills
RG146 qualification, superannuation and insurance legislation knowledge, contact centre operations experience, coaching and training experience, quality assurance experience, analytical problem-solving, stakeholder management
Preferred skills
SME experience, complaint handling framework knowledge, workforce capability development experience, quality reporting experience
Technologies
Contact centre systems, fund administration platforms
Responsibilities
Conduct quality assurance reviews and provide feedback; coach team members on communication and de-escalation; act as escalation point for complex member cases and complaints; maintain and update knowledge management resources; process administration transactions; analyze trends to drive continuous improvement
Seniority
Senior, hands-on IC with team support responsibilities
