Our client is a well-established Australian financial services organisation, focused on providing insurance and financial solutions to its customers.

Purpose of the role:
This role is responsible for supporting advisers and clients across financial advice products, ensuring enquiries are handled and resolved in a timely and appropriate manner while adhering to relevant service standards, policies and compliance requirements.

Key Responsibilities:

- Act as the first point of contact for advisers and clients, providing timely and professional support across financial services products.
- Develop strong product and process knowledge to provide accurate advice and resolve enquiries effectively.
- Plan and prioritise daily activities to ensure operational tasks are completed efficiently and to a high standard.
- Proactively identify and address issues that may impact service delivery or customer outcomes.
- Build and maintain strong relationships with internal stakeholders, promoting a client-focused approach across the organisation.
- Work closely with operational teams to ensure accurate, timely and consistent outcomes for advisers and clients.
- Ensure all relevant legislation, policies and compliance requirements are followed,



taking appropriate action where gaps or issues are identified.
- Monitor and report on service standards, performance and adherence to required processes.
- Contribute to process improvements and provide feedback to enhance procedures and service delivery.
- Support workplace health and safety requirements and organisational policies.
- Complete other ad-hoc duties and projects as directed by management.

About you ...

Experience & Qualifications

- Experience in a call centre, administration or other fast-paced environment.
- Demonstrated sound judgement and the ability to make appropriate decisions.
- Strong communication, organisational and negotiation skills, with the ability to build effective and team-oriented working relationships.
- Ability to manage competing priorities and work effectively under pressure.
- Ability to handle conflicting or sensitive matters professionally, maintaining discretion and confidentiality while meeting deadlines.
- Strong analytical and problem-solving skills, with the ability to develop a sound understanding of technical products and processes.

Apply now or contact us for a confidential discussion.

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