Contact Centre Officer - Superannuation and Financial Services

About the role

SS&C Technologies is hiring a Contact Centre Officer in Newcastle for its superannuation and financial services contact centre. The role involves answering member enquiries, handling outbound calls and supporting the team in a hybrid setting, with centre hours of 8 am to 6 pm and rotating shifts.

Key responsibilities

• Learn the products and services and communicate them clearly to customers, building relationships with internal stakeholders and colleagues.
• Answer and respond to general advice enquiries, capturing feedback and data from interactions.
• Provide timely responses to member correspondence and handle ad-hoc enquiries as they arise.
• Make proactive outbound telephone contact with customers in line with approved campaigns.
• Use knowledge of the superannuation industry and relevant legislation to solve complex situations and recommend solutions.
• Maintain members' details and comply with fund and regulatory requirements, including ongoing education and AFSL requirements.
• Meet KPIs, SLAs and targets, and identify continuous improvement initiatives.
• Support agents with ad-hoc enquiries and escalations, and help with ad-hoc project support and UAT testing for campaign management.
• Follow policies and procedures to protect integrity and minimise risk.

Required profile

• Demonstrated experience in outbound service contact centre teams.
• Understanding of the superannuation and financial services industry.
• Willingness to work onsite with a minimum of 6 days per month, with initial training onsite 5 days per week.
• RG 146 complaint or commitment to undertake study (desirable).

Required skills

• Excellent written and verbal communication and a pleasant phone manner.
• Ability to work independently and in a team, with attention to detail and multitasking.
• Advanced skills in Word, Outlook and Excel.
• Ability to coordinate workflow and 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.