Key responsibilities
Manage inbound calls, outbound calls and emails from advisers, support staff and clients experiencing MFA setup or portal login issues.
Guide users step by step through login and authentication processes.
Troubleshoot common access issues, including current-user registration, forgotten login details, email updates, MFA setup, locked accounts and account recovery.
Record all client interactions, actions and outcomes to support daily reporting.
Escalate technical faults, account queries and CMT online redemption access issues to the appropriate teams using established handover processes.
Maintain a log of recurring issues and provide insights to the project team.
Complete CMT portal access data remediation during periods of lower support demand.

About you
Positive, honest and reliable, with a proactive attitude and robust work ethic.
Self-motivated and able to work effectively both independently and as part of a team.
Highly organised, with strong time-management skills and the ability to meet strict deadlines.
An excellent written and verbal communicator.
Detail-focused and committed to producing accurate, high-quality work.

Skills and Experience
Previous experience in customer support,



client service or a contact centre environment is highly regarded.
Confident supporting non-technical users through application and system processes.
Comfortable navigating web and mobile applications and working across multiple systems or screens simultaneously.
Proficient in Microsoft Outlook and Teams, including calls, meetings and team collaboration.
Solid data-entry and validation skills, with a focus on maintaining data accuracy and integrity.
Experience using CRM or ticketing systems.
Exposure to portal login and multi-factor authentication support is advantageous but not essential.

Key Working Relationships
Report to the Head of IT & Business Applications while supporting the Project Manager throughout the project’s hypercare period.
Act as a key contact for clients with escalated MFA and portal-access enquiries.
Work closely with IT support, business analysts, developers and operations teams to resolve issues.
Collaborate with client relationship teams on account-related enquiries.
Support internal teams with data-access and data-integrity matters.

📌 Client Portal Administrator Sydney
🏢 Lotus People
📍 Sydney