Inbound Superannuation Consultant
HybridAdelaide, South Australia, Australia or Melbourne, Victoria, Australia
Job Summary
Provide exceptional support and advice to superannuation members regarding their superannuation across multiple funds we administer. Build strong, trust-based relationships with members and internal colleagues while achieving KPIs related to call quality and customer satisfaction. Work collaboratively within a team environment, utilizing established processes and multiple systems to manage complex enquiries confidently. This role is part of Mercer's Helpline Contact Centre team, offering 2 weeks of paid comprehensive training. Candidates must have the legal right to work in Australia and pass pre-employment checks including criminal and bankruptcy history.
Required Qualifications
- Applicants must have the legal right to work in Australia
- Must complete and pass previous employment verifications
- Must complete and pass a clear criminal history check
- Must complete and pass a bankruptcy check
- Must be able to work in a Modern City Office in Adelaide or Melbourne (Hybrid)
- Must be available for 37.5 hours per week, rotating roster Monday to Friday between 7:00 AM and 8:00 PM (No weekends)
- Must be able to work independently and as part of a team
- Must be able to follow established processes
- Must be proficient at using multiple systems
- Must be self-motivated with a willingness to learn and grow
- Must have a customer-focused mindset with a passion for helping others
- Must have excellent conversational skills, including active listening, empathy, respect, and a sense of humour
- Must have strong problem-solving abilities and the capacity to manage complex enquiries confidently and accurately
- Must have excellent written and verbal communication skills
- Must be able to explain complex topics clearly and with empathy
- Must be able to work remotely and collaborate in the office at least three days per week
- Must be able to attend at least one anchor day per week in person
Desired Qualifications
- Experience in superannuation, financial services, or a fast-paced contact centre environment
- Previous call-centre experience
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