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Contact Centre Officer – Superannuation
SS&C Technologies. Learn about SS&C products and services and communicate information effectively to customers .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong communication skills and exceptional customer service abilities while effectively managing member enquiries and adhering to regulatory requirements in the superannuation and financial services industry.
Highest-signal resume keywords
Superannuation Industry KnowledgeExceptional Customer ServiceConflict ResolutionAdvanced Excel SkillsRG 146 Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Superannuation Industry KnowledgeAdvanced Excel SkillsWord ProcessingOutlook ProficiencyData CaptureUAT TestingKPI AchievementSLA ManagementAdministrative DutiesMultitasking
Soft Skills
Excellent Communication SkillsEmpathyAttention to DetailTeam CollaborationIndependence
Certifications & Qualifications
RG 146 Compliance
Industry Keywords
Financial ServicesCustomer InteractionMember CorrespondenceContinuous ImprovementRisk Management
About the role
Key responsibilities & impact- Learn about SS&C products and services and communicate information effectively to customers
- Answer and respond to general advice enquiries
- Capture feedback and data from customer interactions
- Apply superannuation industry and relevant legislation knowledge to identify complex situations and recommend solutions
- Respond promptly to member correspondence
- Make proactive outbound telephone contact in approved campaigns
- Complete administrative and ad hoc duties
- Identify continuous improvement initiatives
- Assist members and beneficiaries empathetically and professionally
- Comply with fund, regulatory, education, and AFSL requirements
- Maintain member details
- Achieve KPIs, SLAs, and targets
- Identify and respond to member enquiries accurately and professionally
- Participate in training and upskilling
- Support team enquiries and escalations via phone and chat
- Provide specialised project support and UAT testing for campaign management
- Adhere to policies and procedures to maintain integrity and minimise risk exposure
- Contribute positively to shared team goals
Requirements
What you’ll need- Excellent written and verbal communication skills
- Ability to work independently and in a team environment
- Process-oriented with strong attention to detail and multitasking ability
- Confidence engaging with members and external stakeholders
- Fundamental computer skills with advanced Word, Outlook, and Excel skills
- Demonstrated exceptional customer service ability
- Exceptional conflict resolution abilities
- Demonstrated experience in outbound service contact centre teams
- Understanding of the superannuation and financial services industry
- Commitment to continuously expanding and updating knowledge
- Ability to coordinate workflow and meet deadlines
- RG 146 complaint or commitment to undertaking study (desirable)
- Willingness to work onsite a minimum of 6 days per month
- Availability for initial training onsite 5 days per week
- Availability for rotating shifts between 8 am and 6 pm
Benefits
Comp & perks- Flexibility: Hybrid Work Model
- Income Protection Insurance
- Flexible Time Off
- Private Health Insurance discount
- Primary & Secondary Paid Parental Leave
- Death & TPD Insurance
- Diversity and inclusion commitment
- Hands-on, team-customised training, including SS&C University
- Discounts on fitness clubs, travel and more