Job description
- Deliver high quality customer service on inbound and outbound calls
- Advising members by phone or email of additional / outstanding requirements
- Proactively follow up receipt of claim documentation with members and, as required, provide quality advice and assistance to members in the completion of their forms.
- Action designated inbound member and insurer email correspondence within required SLAs.
- Provide efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution to ensure an outstanding member experience
- Identify opportunities with callers to provide information regarding “Value Add” services without providing financial advice.
- Liaising with the insurer to monitor progress of claims
- Liaising with internal stakeholders regarding claim progress, investigations or complaints within required SLA’s
- Attend AIA Australia or Trustee meetings as a representative of LINK Group as required
- Work with Technical specialists and Team Leader to improve personal capability to increase skills via delegated responsibilities/projects and to make recommendations for process improvements or best practice initiatives.
- Demonstrate flexibility to alter shifts to meet operational demands
- Participate in formal and informal team based training
- Demonstrate willingness to increase your Superannuation knowledge including funds and administration functions
- Demonstrate a proactive approach to independent learning
- Support peers and colleagues in delivering results, working closely with colleagues within the Contact Centre and the broader Link Group
- Positive representation of Link Group by living the Link Group Core Values
- Achievement of all Key Performance Indicators and internal Service Level agreements
- Be committed to Equal Employment Opportunity principles, Occupational Health & Safety Act and Anti-Discrimination Act principles.
- Adhere to all legislative requirements required for the role
- Comply with company Privacy and Financial advice policy and procedures
- Ensure adherence to legal and regulatory requirements
- Support Link Group assurance programs that deliver effective risk management and compliance practices
- Computer literate and strong keyboard skills (Excel, Word)
- Proven track record of delivering results/KPIs. Advantageous if this has been achieved within a call centre environment and involved targets such as Average handle time, quality, adherence, referrals, cross-selling
- Demonstrates professionalism and a strong customer service ethic in everything they do
- Excellent telephone and verbal communication skills and a pleasant phone manner
- A genuine passion for customer service
- Ability to work under pressure and maintain set target levels in peak periods
- Openness to feedback and willingness to develop professionally
- Excellent problem solving ability
- Experience working in a successful team environment
- Attention to detail and accuracy
- ASFA qualification or equivalent very well regarded
- Experience in financial services, insurance or superannuation fund industry
Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
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