Customer Care Specialist

In this 14 month contract role as Customer Care Specialist, you will play a critical role within the Service and Delivery team, overseeing timely and effective complaint resolution in line with legislative requirements. You will also contribute to an enhanced member experience, whilst fostering a culture of continuous improvement.

• →Manage member complaints end-to-end, ensuring fair outcomes and compliance with legislative requirements
• →Support day-to-day service delivery by partnering with outsourced administrators to meet performance metrics and resolve operational issues promptly
• →Provide regular management reporting, including trend analysis and recommendations to optimise service performance and client outcomes
• →Manage incidents and controls, including SuperMatch fraud monitoring, investigation, resolution and summary reporting
• →Understand, assess and implement regulatory and process changes impacting superannuation operations
• →Support the Trustee Office with superannuation operations activities and related administration
• →Optimising operational excellence and the client experience by identifying opportunities and promoting a culture of continuous improvement
• →Contribute to business projects and provide flexible support across the Service & Delivery team, including member servicing via phone, email and digital channels

You’re an empathetic customer care professional with experience supporting members across superannuation/managed funds or insurance. You can prioritise requirements, manage high-volume complaints, and deliver fair, compliant solutions. 

If you are customer-centric, solutions-focused and have most of the following, we’d love to hear from you:

• 2+ years’ experience in a client service/complaints role in superannuation/managed funds or insurance.
• Working knowledge of SIS legislation and the ability to interpret legislative and regulatory requirements
• Broad understanding of financial services administration systems and processes
• Sound written and verbal communication, negotiation and problem-solving skills, with a member-first approach to achieving fair outcomes.
• Proficiency with standard office software and financial management systems, and demonstrated high level understanding and ability to use Microsoft Excel to analyse and interpret data
• Ability to work independently and collaboratively with team members across varying disciplines, contributing to continuous improvement initiatives.
• Strong organisational skills to prioritise competing demands and deliver outcomes within tight timeframes
• Proven experience improving complaint handling and enhancing member experience through quality monitoring, and contact centre capability uplift
• Relevant qualifications (including RG146) are desirable.
• Alignment with and demonstration of organisational values – Authenticity, Action, Connection, Curiosity and Empathy