Customer Service Officer
Location: Wollongong
Description
This is an exciting chance to provide accurate information to customers in a helpful manner and in accordance with the governing legislation and policies.
What you will be doing
Grasp, retain and package key information to the member so that the outcome is positive.
Communicate effectively via the telephone, e-mail and member interviews.
Provide answers to enquiries upon the first contact.
Accept accountability for member concerns and follow through until resolution.
Ensure Team Leaders are informed of any issues that may adversely affect Mercer's performance level agreement.
Contribute to the overall effectiveness and efficiency of the team.
Where appropriate, assist in other areas.
Where appropriate explain the role and function of Call Centre to fund members, to facilitate the communication of information.
Provide factual information to members' enquiries and ensure those members with enquiries that cannot be resolved upon the first contact are kept informed of the progress until the enquiry is resolved.
Build rapport with members and offer empathetic assistance.
Skills Required
Detailed technical knowledge and understanding of superannuation fund administration, relevant legislation and the superannuation schemes administered by Apex Superannuation Administration Services.
Previous experience working within the insurance/superannuation industry an advantage.
Thorough knowledge of complex Defined Benefit superannuation scheme rules, guidelines and relevant legislation and the capacity to apply those to interpret scheme legislation and policy for reference to case work.
Regulatory Guide (RG) 146 certification mandatory or aptitude and willingness to complete certification; maintenance of SuperCPD points once RG146 accredited.
Ability to comprehend information such as extensive scheme knowledge and able to apply this to a member's situation using broader understanding.




Work collaboratively and in a team environment.
Mental agility so that planned approaches can be made extremely quickly, while also giving the impression of calmness Resilient by nature, have a reliable method of coping with possible confrontations and rebuttals.
What you will get in return
A genuinely unique opportunity to be part of an expanding large global business.
Competitive remuneration commensurate with skills and experience.
Training and development opportunities.
This role is covered by enterprise agreement, which sets out the pay rates and conditions.
We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability.
Any hiring decision are made on the basis of skills, qualifications and experiences.
We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.
For more information on our commitment to Corporate Social Responsibility (CSR) please /
About Apex Group
We are dedicated to driving positive change in financial services while fuelling the growth and ambitions of asset managers, allocators, financial institutions, and family offices.
Established in Bermuda in ****, the Group has continually disrupted the asset serving industry through our investment in innovation and talent.




Today, we set the pace in asset servicing and stand out for our unique single-source solution and unified cross asset-class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross-jurisdictional expertise delivered by a long‐standing management team and over 13,000 highly integrated professionals.
We're a people‐powered business, and our people are full of ambition.
Together, we're inspired to lead the new era of data and tech enabled service.
Bringing new products and services to market.
Sharpening our client focus.
Disrupting the market to exceed expectations.
Innovating across a range of specialisms.
With our focus on making a difference to our people, our planet and our society, you'll experience more here than you would at most other companies.
Prepare to accelerate.
We're a people‐powered business with a vision to inspire a new era of service‐led FinTech.
We're expanding globally and offering more to our clients.
This means you get more opportunities to grow with us.
So prepare to accelerate.
We'll make sure the time and effort you put in takes you further, faster.
Positive change starts with you.
We're a people‐powered business with a vision to inspire a new era of service‐led FinTech.
We're expanding globally and offering more to our clients.
This means you get more opportunities to grow with us.
So prepare to accelerate.
We'll make sure the time and effort you put in takes you further, faster.
The journey is yours to own.
When you stretch yourself, you grow.
We want you to explore ways of working that will see you thrive as part of something bigger.
We'll help you with a solid structure, challenging projects, vibrant networks, supportive colleagues and approachable leaders.
All the things you need to own your unique journey.
Find out more about us
#J-*****-Ljbffr

📌 Customer Service Officer (Wollongong)
🏢 CO_MASAPL Apex Superannuation Administration Services
📍 Wollongong