Contact Centre Administrator ​ x 4 Positions

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Contact Centre Administrator ​ x 4 Positions
Location : Brisbane

Description

The Contact Centre Administrator is responsible for being the first point of contact for a range of superannuation and retirement inquiries, including technical support and fund product information in a professional and customer focused manner. 
This includes:
• Provision of high quality inbound and outbound client contact to existing client base, with a key focus on increasing member engagement and relationship building. 
• To assist the team in providing customer service and information (telephone, written, email)  to members and employers delivering a positive customer experience within agreed service standards, timeframes, legislation and Fund rules.
• Administration processing of various administration functions.

Job specification

Customer Service
• To provide high quality inbound and outbound client contact to existing client base. 
• Meet agreed Service Standards in relation to grades of service, call/contact handling, turnaround times, accuracy and first point resolution.
• Provide efficient and effective query resolution by anticipating member needs and taking ownership of first call resolution to ensure an outstanding member experience via the telephone and in writing as required.
• Effectively handle objections from members, quickly resolve queries/issues for members, and ensure complaints are handled in accordance with the Clients’ Fund Rules.
• Respond to Fund emails within Clients’ Service Standards.
• Meet quality, Fund/Trustee and compliance standards adhering to all legislative and business requirements for the role.
• Demonstrate ability to adhere to work rosters and flexibility to alter shifts to meet operational demands.
• Keep abreast of fund and product information and relevant updates.
• Provide regular updates of work status to Team Leader, Contact Centre.
Administration Services
• To effectively process the following administration transactions/functions:
o Third party authority updating and checking
o EPOA/POA updating and checking with relevant case notes
o Adviser authorities (new and updates)
o Member & Employer updates, changes to any contact details
o Benefit quotes
o General information requests eg. incoming emails, sending requirements, information and member log in details
• To investigate and respond to complaints in a timely manner by drafting appropriate responses ensuring within Apex’s Complaint framework including any incident notifications and resolution as required.
• Ensure documented procedures and contact centre reference material are accurate, clear & concise and always kept up to date.
• Assist with team accuracy and meeting service standard requirements.
• Actively ensure own health and safety and the safety of others through understanding and implementing workplace health and safety obligations.
• Assist with any tasks or duties as directed by the Team Leader or Manager.

Team Member
• Develop and maintain cooperative relationships with other team members and areas, actively participating in team / staff meetings.
• Support the concept of continuous improvement and help identify areas for improvement.
• Ensure consistency in all dealings with internal and external clients.
• Demonstrate ability to work with rosters and flexibility to alter shifts to meet operational demands.

General
• Ensure Training hours contained within individual’s Training Plans are achieved or exceeded each year.
• Maintain RG146 qualifications at all times.
• Participate in training programs to increase knowledge of superannuation and insurance, to be more knowledgeable for dealing with all customer enquiries and enquiries from other service providers.

Skills Required:

• RG146 qualified

•  Knowledge of Superannuation and associated legislation that operates within the superannuation environment.   

• Sound knowledge of Fund rules/ trust deed, insurance, charges/fees and investments.

• Demonstrated experience in an administration or contact centre environment.

• Excellent phone and verbal communication skills and a pleasant phone manner.

• Well-developed PC skills eg. Word, Excel, Outlook with speed and accuracy.

• Personal time management

What you will get in return:

· A genuinely unique opportunity to be part of an expanding large global business;

· Competitive remuneration commensurate with skills and experience;

· Training and development opportunities

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please https://www.apexgroup.com/corporate-social-responsibility/

“Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.”

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.