Contact Centre Officer

SS&C Technologies

Contact Centre Officer serving superannuation customers for SS&C’s financial technology business. Handling enquiries, outbound campaigns, escalations, member records, and regulatory requirements in a hybrid environment.

Posted 8/6/2026full-timeNewcastle • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates exceptional customer service and conflict resolution skills while effectively engaging with members and stakeholders. Proficient in administrative support, process orientation, and maintaining compliance within the superannuation and financial services industry.

Highest-signal resume keywords

Exceptional Customer ServiceConflict Resolution SkillsSuperannuation Industry KnowledgeAdvanced Microsoft ExcelRG 146 Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Administrative SupportOutbound Service ContactData CaptureUAT TestingKPI Management

Soft Skills

Excellent Communication SkillsAttention to DetailMultitasking AbilityEmpathyTeam Collaboration

Tools & Technologies

Microsoft WordMicrosoft OutlookMicrosoft Excel

Certifications & Qualifications

RG 146 Compliance (Desirable)

Industry Keywords

SuperannuationFinancial ServicesContinuous ImprovementStakeholder EngagementHybrid Work Environment

About the role

Key responsibilities & impact

Learn about SS&C products and services and communicate this information to customers
Build strong working relationships with internal stakeholders, team members, and operational staff
Answer and respond to general advice enquiries and capture feedback and data
Identify complex business situations and recommend appropriate solutions
Respond to member correspondence in a timely manner
Make proactive telephone contact with customers for approved outbound campaigns
Complete administrative and ad hoc duties supporting business operations
Identify and contribute to continuous improvement initiatives
Assist members and beneficiaries empathetically and professionally
Maintain members' details and meet KPIs, SLAs, and targets
Attend to member enquiries accurately and professionally
Participate in training and upskilling
Support agents and teams via phone/chat and handle escalations
Provide specialised project support and UAT testing for campaign management
Adhere to policies and procedures to maintain integrity and minimise risk exposure

Requirements

What you’ll need

Excellent written and verbal communication skills
Ability to work independently and in a team environment
Process-oriented with strong attention to detail and multitasking ability
Confidence engaging with members and external stakeholders
Fundamental computer skills with advanced Word, Outlook, and Excel skills
Demonstrated exceptional customer service ability
Exceptional conflict resolution skills and ability to remain calm in 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
RG 146 compliant or committed to undertaking study (desirable)
Willingness to work onsite at least 6 days per month
Availability for initial training onsite 5 days per week
Availability for rotating shifts between 8 am and 6 pm
Commitment to working in a hybrid environment

Benefits

Comp & perks

Hybrid Work Model
Income Protection Insurance
Flexible Time Off
Private Health Insurance discount
Primary & Secondary Paid Parental leave
Death & TPD Insurance
Hands-on, team-customised training, including SS&C University
Discounts on fitness clubs, travel and more