Contact Centre Officer – Financial Services

SS&C Technologies

Contact Centre Officer at financial services company assisting customers with inquiries and building relationships. Engaging with stakeholders and promoting outstanding customer service while adhering to regulatory requirements.

Posted 5/5/2026full-timeNewcastle • 🇦🇺 AustraliaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Learn about our products and services and effectively communicate this information to customers.
Build strong working relationships with internal stakeholders, team members, and other operational staff.
Answer and respond to general advice enquiries and proactively capture feedback and data obtained during the interactions.
Demonstrate a high level of problem-solving ability through strong knowledge and understanding of the superannuation industry and relevant legislation.
Identify complex business situations and recommend appropriate solutions where required.
Timely response to all correspondence from members.
Responsible for proactive telephone contact with customers in line with approved outbound campaigns.
Complete administrative and ad hoc duties as allocated to support the efficient operation of the business.
Identify continuous improvement initiatives and proactively contribute to a best-in-class business culture.
Assist members and beneficiaries in a time of need with empathy and in a professional manner.
Comply with Fund and regulatory requirements, completion of ongoing education as per the training plan and AFSL requirements.
Maintain members' details.
Achievement of KPIs, SLA’s and targets.
Attend to member enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.
Participate in training and upskilling to build knowledge and skills within yourself and the team.
Be an active team player and contribute positively and collaboratively to the success of shared team goals.
Answer ad-hoc agent/team enquiries via phone/chat while also handling escalations.
Ad hoc specialised project support & UAT testing for campaign management.
Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.
Maintain a positive attitude and commitment to working in a hybrid working environment.

Requirements

What you’ll need

Excellent communication skills, both written and verbal.
Ability to work independently as well as in a team environment.
Process-oriented and have great attention to detail, with the ability to multitask.
Proven ability to work on tasks independently, whilst contributing to the team goals.
Confidence in engaging with members and external stakeholders, maintaining a pleasant phone manner and great attitude.
Ability to perform fundamental computer tasks, with advanced skills in Word, Outlook, and Excel.
Demonstrated ability to provide exceptional customer service.
Exhibits exceptional conflict resolution abilities and remains calm and positive when managing challenging situations.
Demonstrated experience in outbound service contact centre teams.
Understanding of the superannuation and financial services industry.
Commitment to continuously expanding and updating knowledge.
Ability to coordinate workflow and meet deadlines.
Friendly, people-focused person who enjoys exceeding customer expectations.
RG 146 complaint or commitment to undertaking study (desirable)

Benefits

Comp & perks

Flexibility : Hybrid Work Model
Income Protection Insurance
Flexible Time Off
Private Health Insurance discount
Primary & Secondary Paid Parental leave
Death & TPD Insurance
Discounts on fitness clubs, travel and more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceproblem-solvingadministrative dutiesdata captureUAT testingmultitaskingworkflow coordinationattention to detailoutbound servicesuperannuation knowledge

Soft Skills

communication skillsteam playerempathyconflict resolutionpositive attitudeindependencecollaborationadaptabilitytime managementcustomer engagement

Certifications

RG 146 compliance