Contact Centre Officer

About the role

SS&C Technologies is looking for a Contact Centre Officer in Newcastle. The role involves answering member enquiries, giving general product and service advice, and supporting outbound campaigns, with a hybrid working arrangement.

Key responsibilities

• Learn the products and services and communicate them clearly to customers.
• Answer and respond to general advice enquiries and member enquiries promptly, capturing feedback and data.
• Proactively call customers on approved outbound campaigns and handle ad-hoc agent or team enquiries by phone or chat, including escalations.
• Provide empathetic, professional support to members and beneficiaries in need.
• Maintain members' details and comply with fund and regulatory requirements, including ongoing education under the training plan and AFSL requirements.
• Meet KPIs, SLAs and targets, and identify continuous improvement initiatives.
• Support ad-hoc projects and UAT testing for campaign management, and follow policies and procedures to protect integrity and minimise risk.
• Work onsite at least 6 days per month, with initial training 5 days per week; centre hours are 8 am to 6 pm with rotating shifts.

Required profile

• Demonstrated experience in outbound service contact centre teams.
• Understanding of the superannuation and financial services industry.
• Ability to work independently and in a team, with attention to detail and multitasking.
• Commitment to a hybrid environment and willingness to work onsite 6 days per month.
• RG 146 complaint or commitment to undertake study (desirable).

Required skills

• Excellent written and verbal communication and a pleasant phone manner.
• Basic computer tasks, with advanced skills in Word, Outlook and Excel.
• Exceptional customer service, conflict resolution and ability to meet deadlines.

What we offer

• Hybrid work model.
• Income protection insurance and discounts on private health insurance.
• Flexible time off, paid parental leave and death and TPD insurance.
• Hands-on, team-customised training including SS&C University.
• Discounts on fitness clubs, travel and more.