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Link Group - Rhodes, NSW

Insurance & Superannuation
Source: uWorkin

Source: uWorkin


As a Specialist you will be the first point of contact (members, employers and financial planners) via phone (inbound/outbound), click-to-chat, and email for a range of superannuation enquiries. Your key purpose will be meeting or exceeding their expectations for Customer Service with accurate and appropriate responses.

Key Accountabilities and Main Responsibilities
  • Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
  • Provision of efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
  • Demonstrating subject matter expertise on funds/processes/procedure
  • Investigation and ownership of complex member queries
  • Achievement of all Key Performance Indicators (KPIs)
  • Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)
  • Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
  • Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
  • Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group
  • Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions
  • Demonstrating drive and motivation by keeping abreast of current industry related information and changes
  • Displaying a proactive approach to independent learning
  • Actively contributing towards continuous process improvement
  • Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
  • Adhering to all legislative requirements required for the role
  • Complying with Link Group Privacy a policy and procedures
Experience & Personal Attributes
  • Excellent understanding of relevant Superannuation legislation and industry knowledge
  • Sound knowledge of MS Office and other software packages
  • General knowledge of superannuation pensions
  • Accuracy and attention to detail and ability to think laterally
  • Good investigation and problem solving abilities
  • Customer focused and the ability to collaborate with others to achieve desired outcomes
  • Prioritisation and time management skills to meet tight deadlines
  • Generate creative solutions to address problems and commit to follow through.
  • Sound knowledge of technical and compliance issues, understanding relevant policies and legislation.
  • Excellent communication skills both verbal and written