LEAP Wealth

Client Contracts Administrator

LEAP Wealth

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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About the role

  • Monitor and track issues raised with the Quality team, ensuring all concerns are promptly addressed and resolved.
  • Adhere to established internal processes to efficiently address and resolve escalated client complaints, ensuring a high level of customer satisfaction.
  • Respond to contractual requests by reviewing contracts and conducting necessary investigations to ensure compliance and resolve any related issues.
  • Collaborate with senior management and key internal stakeholders to investigate and resolve quality-related matters.
  • Proactively manage the quality queue, ensuring cases are addressed in a timely and organized manner.
  • Prepare for and attend weekly Quality team meetings to review ongoing cases and present findings to the Leadership Team for further direction.
  • Drive customer loyalty by effectively meeting customer needs, taking ownership of their satisfaction, and ensuring positive and lasting client relationships.

Requirements

  • Experience resolving conflict with internal and external stakeholders, utilising negotiation and communication skills.
  • Experience maintaining customer service and customer satisfaction in difficult situations.
  • Proven ability to problem-solve.
  • Knowledge of dealing with contractual matters.
  • Clear Communication when conveying information to clients by phone and email, including communication with internal staff that helps all parties understand what is required as part of the Quality process.
  • Accounts Receivable experience would be an advantage, but not essential.
  • Outlook, Word and Excel – Intermediate knowledge essential.
Benefits
  • Flexible and hybrid working.
  • Enjoy an additional paid wellbeing day every year.
  • Free gym membership.
  • Corporate dental plan.
  • Weekly massages in the office.
  • Catered lunch and breakfast every week.
  • On-site barista.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
problem-solvingcontractual compliancecustomer service
Soft Skills
negotiationcommunicationconflict resolutioncustomer satisfactionstakeholder management