Contact Centre Officer – Superannuation, Financial Services

SS&C Technologies

. Learn about SS&C products and services and communicate information effectively to customers .

Posted 10/21/2026full-timeNewcastle • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong communication skills and exceptional customer service abilities while effectively managing member enquiries and maintaining compliance with superannuation industry regulations. Capable of identifying improvement initiatives and contributing to team goals in a collaborative environment.

Highest-signal resume keywords

Superannuation Industry KnowledgeExceptional Customer ServiceConflict Resolution AbilitiesOutbound Service Contact Centre ExperienceRG 146 Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Attention To DetailMultitasking AbilityFundamental Computer SkillsAdvanced Word SkillsAdvanced Outlook SkillsAdvanced Excel Skills

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationAbility To Work IndependentlyFriendly People-Focused ApproachConfidence Engaging With Members

Certifications & Qualifications

RG 146 Compliance

Industry Keywords

SuperannuationFinancial ServicesRegulatory RequirementsKPI AchievementSLA Achievement

About the role

Key responsibilities & impact

Learn about SS&C products and services and communicate information effectively to customers
Build strong working relationships with internal stakeholders, team members, and operational staff
Answer general advice enquiries and proactively capture feedback and interaction data
Apply superannuation industry and relevant legislation knowledge to identify complex situations and recommend solutions
Respond to member correspondence in a timely manner
Make proactive telephone contact with customers during approved outbound campaigns
Complete administrative and ad hoc duties supporting efficient business operations
Identify continuous improvement initiatives and contribute to a best-in-class business culture
Assist members and beneficiaries empathetically and professionally during times of need
Comply with Fund and regulatory requirements and complete ongoing education under the training plan and AFSL requirements
Maintain member details
Achieve KPIs, SLAs, and targets
Attend to member enquiries accurately, promptly, and professionally
Participate in training and upskilling
Contribute positively and collaboratively to shared team goals
Answer ad hoc agent and team enquiries via phone and chat and handle escalations
Provide ad hoc specialised project support and UAT testing for campaign management
Adhere to policies and procedures to maintain integrity and minimise risk exposure

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
Ability to work independently while contributing to team goals
Confidence engaging with members and external stakeholders
Fundamental computer skills and advanced skills in Word, Outlook, and Excel
Demonstrated exceptional customer service ability
Exceptional conflict resolution abilities and calm, positive management of challenging situations
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
Friendly, people-focused approach with a commitment to exceeding customer expectations
RG 146 complaint or commitment to undertaking study (desirable)
Willingness to work onsite at least 6 days per month
Willingness to complete initial training onsite 5 days per week
Ability to work rotating shifts between 8 am and 6 pm

Benefits

Comp & perks

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