October 23, 2024

Commonwealth Superannuation Corporation (CSC)

Canberra

OTHER & CONTRACT

Adviser Service Representative

Posted: 23/10/2024

Closing Date: 03/11/2024

Salary: $37.00 - $37.00

Job Type: Contract

Location: Canberra

Job Category: Banking and Financial Services,Call Centre and Customer Service,Insurance & Superannuation

About CSC
At CSC, we know that it takes all of us working together, united as one, to guide our customers towards their retirement dreams. We’re proud to wear the government crest, and proud to serve those who serve our country.
Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through rich customer insights and world-leading investment strategies, we’re always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.
With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.

Job Description

Your new role
We are seeking dedicated individuals to join our team as Advisor Service Representatives (ASR) in a unique blended role that combines data entry within Salesforce and client-facing responsibilities. This position is crucial for enhancing operational efficiency and strengthening our engagement with External Financial Advisors (EFAs).
Your primary focus will be on a dedicated task force responsible for entering and managing practice data in Salesforce. In addition, you will receive comprehensive training to handle ASR duties, enabling you to address enquiries from EFAs regarding mutual client accounts and process Third-Party Authority (TPA) requests. This integration of data management and client interaction will not only enhance your skill set but also play a significant role in our team's success in delivering exceptional service.
Key Responsibilities

Data Entry and Management: Accurately enter and maintain practice data in Salesforce, creating comprehensive profiles that facilitate better service delivery
Client Communication: Address enquiries from EFAs regarding mutual client accounts and scheme information, ensuring clear and effective communication
Processing Requests: Efficiently handle Third-Party Authority (TPA) requests and promptly respond to Requests for Information (RFIs) via phone and email
Service Excellence: Deliver exceptional customer service during inbound and outbound calls to EFA practices, ensuring accuracy and efficiency in all interactions
Collaboration: Work closely with team members to escalate important queries from EFAs and share insights gained from data entry tasks to improve service delivery
Quality Assurance: Maintain a focus on quality, following guidelines to protect members' personal and financial information while enhancing overall client satisfaction

Please note: We are open to consider applications from across Australia.

Desired Skills and Experience

What you need to excel

Strong attention to detail and accuracy in data entry and documentation
Previous experience in financial services or call centre environment, preferably in processing third-party authority requests or related functions highly regarded
Proficient phone skills, with the ability to handle incoming calls from external financial advisers and internal stakeholders in a professional and courteous manner
Proficient in multitasking, organisation, and providing exceptional customer service while accurately capturing data during telephone interactions with customers
Exceptional administrative abilities, encompassing strong written communication and research skills to promptly address enquiries while conversing with customers over the phone
Ability to learn quickly on new systems while processing new information and retaining key information

Key information:

Working hours: Monday to Friday between 9:00 am - 5:30 pm, up to 38 hours per week (excluding public holidays and leave)
Working rights: Must have full working rights in Australia for the duration of the contract with no restrictions
Hourly rate: $37.00 per hour + superannuation
Employment type: Randstad Contract

Contract length: until 30 June 2025 with possible 12 month extension

Location: Canberra (onsite/hybrid arrangement) or Interstate (100% work from home)
Training: We will need your full-time commitment and attendance in training as this is crucial to your learning and success. Desired Skills and Experience

What you’ll get in return

Training and development to ensure your success in the role
Ability to work from home with flexible working arrangements
Opportunities to gain the skills, experience, and development you need to enjoy a fulfilling career
Career progression within the team and exposure to other functions within EFA
Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

What you will need to do now
To apply for this opportunity please include a resume. For questions or more information about this opportunity, please reach out to Tina Phengrasmy – tina.phengrasmy@csc.gov.au
Please note: Agency submissions will not be considered for this position
More about CSC:
Visit our careers page to discover more about CSC, our core competencies and employee benefits: https://www.csc.gov.au/Members/About-CSC/Careers