Contact Centre Officer - Superannuation and Financial Services

Location: Newcastle, Australia; hybrid work with a minimum of 6 onsite days per month and initial training onsite five days per week. Centre operating hours are 8 am to 6 pm with rotating shifts.

Company

SS&C provides AI-powered technology and services for financial services and healthcare organizations, including fund administration and proprietary software solutions.

What you will do

• Respond to member enquiries, general advice requests, correspondence, and escalations by phone and chat.
• Explain products and services, maintain member details, and capture feedback and interaction data.
• Conduct proactive outbound customer contact in line with approved campaigns.
• Apply superannuation knowledge and relevant legislation to identify complex situations and recommend appropriate solutions.
• Support agents and operational stakeholders, complete administrative duties, and assist with specialized projects and UAT testing.
• Meet KPIs, SLAs, targets, fund and regulatory requirements, and contribute to continuous improvement.

Requirements

• Excellent written and verbal communication skills with a professional phone manner.
• Experience in outbound service contact centre teams and exceptional customer service delivery.
• Understanding of the superannuation and financial services industry and relevant regulatory requirements.
• Strong problem-solving, conflict-resolution, multitasking, workflow coordination, and attention-to-detail skills.
• Ability to work independently and collaboratively while meeting deadlines and shared team goals.
• Fundamental computer skills with advanced proficiency in Word, Outlook, and Excel.

Nice to have

• RG 146 certification or commitment to undertaking the required study.

Culture & Benefits

• Hybrid working environment with a commitment to diversity and inclusion.
• Income protection, private health insurance discounts, paid parental leave, and death and TPD insurance.
• Flexible time off and access to training through SS&C University and customized team programs.
• Discounts on fitness clubs, travel, and other services.