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Client Service Adviser

Link Group - Rhodes, NSW

Banking & Finance
Source: uWorkin

Source: uWorkin


The purpose of the Client Service Adviser (CSA) is to manage their portfolio of tier 1 Employers and provide transactional support. This is not exclusive and may be subject to change depending on the needs of the business.
The CSA is recognised as a highly collaborative role within the LINK Employer Services team and is also a key role in supporting the onboarding of employers into the fund’s preferred product.
The role of a CSA will also support the Client Relationship Team and Employer Services Group to deliver seamless services to Employers to meet key initiatives and priorities.

Key Accountabilities and Main Responsibilities
  • Manage tier 1 employer administration queries and issues
  • Proactively monitor and manage tier 1 employer accounts to ensure up to date information and resolve outstanding requirements
  • Support the Fund and Employer with presentations/site visits as required such as SCH Online and Employer Access
  • Deliver high quality customer service across all communication channels within agreed service standard
  • Provide superior administration service to Fund, employers, payroll providers and members.
  • Liaise effectively with the LINK Employer Administration team to administer tasks and manage to completion. Assist with processing where required.
  • Provide customer service resolution at first point of contact with employers by anticipating needs, proactively maintaining accurate and up to date employer information, problem solving as well as providing ‘value add’ services to support self-service initiatives.
  • Ensure all assigned tasks are completed with high quality and within required time frame
  • Display positive engagement and participation in team meetings to drive initiatives, encourage creativity, generate ideas and support the achievement of team and Fund goals
  • Contribute towards continuous process enhancement and improvement
  • Ongoing commitment to continuous learning and professional development to build personal and collective capability
  • Maintain knowledge of current industry and Fund related changes, trends and insights
  • Provide the Fund with regular updates on interactions with tier 1 employers and key events through regular meetings
  • Provide timely reporting to LINK management and Fund
  • Ensure compliance with all legislative, financial and fund specific procedures to minimise any risk to the business
  • Support colleagues and actively participate as a team member by providing support to the LINK Management group, other areas of the business as required as well as immediate team e.g. covering due to leave
  • Comply with all company policies, our core values and procedures
  • Identify and suggest initiatives that aim to improve efficiency, quality and customer experience
  • Support, drive and implement LINK and Fund initiatives (e.g. preferred Clearing House, self-service)
  • Develop and strengthen relationships with the Fund through business planning and regular communications
  • Raise system issues and manage to resolution
  • Proactively make contact with tier 1 employers when minimum contact requirements are not met

Experience & Personal Attributes
  • Previous experience in a customer service role with excellent face to face presentation skills
  • Excellent telephone and verbal communication skills and a professional phone manner
  • Excellent written communication skills
  • Exceptionally strong customer service standards
  • Demonstrated investigation, problem solving and dispute resolution skills
  • Proven track record of consistently delivering exceptional results in a high performance culture
  • Ability to work under pressure while achieving Key Performance Indicators (KPIs)
  • Receptive to feedback and willingness to develop professionally
  • Highly competent with Microsoft Office product suite (Excel, Word)
  • Professional approach to work with an exceptional attention to detail and accuracy
  • Ability to work autonomously and prioritise workload
  • Ability to collate, analyse and interpret data to value add.
  • A desire or interest to work in the superannuation industry
  • RG146 or equivalent very well regarded
  • Working knowledge of Microsoft Office suite