Contact Centre Officer

Job Description

Get To Know Us :

SS&C Global Investor Distribution Solutions (GIDS) provides information processing and computer software services and products.  The Company’s operating segments include financial markets, customer management, professional services, and output solutions.  SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.

Why You Will Love It Here!

Flexibility : Hybrid Work Model

Your Future : Salary Continuance

Work / Life Balance : Flexible Time Off

Your Wellbeing : Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance

Diversity & Inclusion : Committed to Welcoming, Celebrating and Thriving on Diversity

Training : Hands-On, Team-Customised, including SS&C University

Extra Perks : Discounts on fitness clubs, travel and more!

What You Will Get To Do :

As a Contact Centre Officer, you will be required to learn about our products and services and effectively communicate this information to customers. Additionally, you will build strong working relationships with internal stakeholders, team members, and other operational staff.

Answer and respond to general advice enquiries and proactively capture feedback and data obtained during the interactions.

Demonstrate a high level of problem-solving ability through strong knowledge and understanding of the superannuation industry and relevant legislation to identify complex business situations and recommend appropriate solutions where required.

The timely response to all correspondence from members

Responsible for proactive telephone contact with customers in line with approved outbound campaigns

Complete administrative and ad hoc duties as allocated to support the efficient operation of the business.

Identify continuous improvement initiatives and proactively contribute to a best-in-class business culture.

Assist members and beneficiaries in a time of need with empathy and in a professional manner.

Comply with Fund and regulatory requirements, completion of ongoing education as per training plan and AFSL requirements.

Maintain members' details.

Achievement of KPIs, SLA’s and targets

Attend to member enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.

Participate in training and upskilling to build knowledge and skills within yourself and the team.

Be an active team player and contribute positively and collaboratively to the success of shared team goals.

Agent Support : Answer ad-hoc agent / team enquiries via phone / chat while also handling escalations.

Ad hoc specialised project support & UAT testing for campaign management.

Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.

Maintain a positive attitude and commitment to working in a hybrid working environment.

Must be willing to work onsite with a minimum of 6 days per month, with initial training onsite 5 days per week.

Centre Operating hours are 8 am to 6 pm with rotating shifts.

What You Will Bring :

Excellent communication skills, both written and verbal.

Ability to work independently as well as in a team environment.

Process-oriented and have great attention to detail, with the ability to multitask.

Proven ability to work on tasks independently, whilst contributing to the team goals.

Confidence in engaging with members and external stakeholders, maintaining a pleasant phone manner and great attitude.

Ability to perform fundamental computer tasks, with advanced skills in Word, Outlook, and Excel.

Demonstrated ability to provide exceptional customer service.

Exhibits exceptional conflict resolution abilities and remains calm and positive when managing 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 person who enjoys exceeding customer expectations.

RG 146 complaint or commitment to undertaking study (desirable)

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.