Senior Client Services Administrator

Senior Client Services Administrator

The Senior Contact Centre Administrator is responsible for being the first point of contact for a range of superannuation and retirement inquiries, including technical support and fund product information in a professional and customer focused manner.

Job specification

• To provide high quality inbound and outbound client contact to existing client base.
• Meet agreed Service Standards in relation to grades of service, call/contact handling, turnaround times, accuracy and first point resolution.
• Effectively handle objections from members, quickly resolve queries/issues for members, and ensure complaints are handled in accordance with the Clients' Fund Rules.
• To investigate and respond to complaints in a timely manner by drafting appropriate responses ensuring within Apex's Complaint framework including any incident notifications and resolution as required.
• Complete quality call monitoring and reporting, provide feedback to staff and/or management.

Skills required

• RG146 qualifications or the ability to achieve compliance within 3 months.
• Knowledge of Superannuation and associated legislation that operates within the superannuation environment.
• Sound knowledge of Fund rules/ trust deed, insurance, charges/fees and investments.
• Demonstrated experience in an administration or contact centre environment.
• Excellent phone and verbal communication skills and a pleasant phone manner.
• Well-developed PC skills eg. Word, Excel, Outlook with speed and accuracy.
• Personal time management.

What you will get in return

• A genuinely unique opportunity to be part of an expanding large global business;
• Competitive remuneration commensurate with skills and experience;
• Training and development opportunities

Additional information

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.