Member Solutions Consultant - Superannuation Call Centre

Role Summary
 
The Member Solutions Consultant provides phone-based support and guidance to its members, with a specific focus on helping members progress towards achieving their retirement income goal. The successful candidate will be required to become a Subject Matter Expert (SME) for all superannuation related matters.

The Member Solutions Consultant plays an important role in helping to achieve the key business goals of:

• Engagement of members
• Retention of members
• Satisfaction and loyalty of our members

You will be part of a tight knit team that are proactive and go above and beyond to help members. It will require the successful candidate to be confident in quickly getting up to speed and having a base level understanding of superannuation is essential.
 

Key Responsibilities

• Conduct proactive outbound calls to assist members in optimising their superannuation outcomes and guide them through their next best actions, offering general advice and education where needed.
• Respond to member requests for callbacks and emails, providing support at crucial points in their journey.
• Support team members by offering technical expertise when required.
• Manage member experiences by understanding their specific plan arrangements, updating member records, and facilitating member requests within agreed service level agreements (SLAs).
• Foster innovation and enhance member experiences by championing customer feedback and insights, identifying process improvements, and promoting best practices.

Key Performance Indicators (KPIs)

• Achieve daily call targets.
• Maintain high call quality levels.
• Generate advice referrals.

Skills/Attributes/Experience Required

• RG146 compliant
• 12 months+ of experience in superannuation, retirement, or individual investor roles within a professional, fast-paced corporate team environment.
• Contact centre inbound/outbound calls experience from a superannuation background.
• Passion for delivering exceptional customer experiences and aiding people in understanding their personal finances, particularly retirement savings.
• Excellent verbal and written communication skills, with the ability to convey technical information to various audiences.
• Strong teamwork and collaboration skills.
• Self-motivated, flexible, and able to exercise independent judgment.
• Track record of meeting or exceeding established goals.

This is an amazing opportunity to join a global investment management company who pride themselves on creating a strong and collaborative culture. 

Full training will be provided to the successful candidate. 

Interested candidates please call Scott on 0410 735 *** or hit 'apply'