Overview

To provide exceptional customer service to internal and external stakeholders by providing support for Member, Employer and trustee facing online solutions.

Key Accountabilities and main responsibilities

Strategic Focus

• Investigate all production support issues for supported products
• Liaise with internal and external stakeholders to resolve production issues
• Conduct verification testing following the deployment of changes to supported products.
• Escalate all client issues in a timely manner
• Provide SME and product owner support to BAU and Project teams for supported products. 
• Deliver a level of service that meets or exceeds customer expectations by: 
  • Meeting all agreed service standards including internal deliverables effectively with other teams within MPMS, to ensure quality client servicing 
  • Managing interactions with Trustees, Fund employees & business representatives in a professional manner 

People 

• Participate as a positive member of the team by co-operating with others to achieve the team’s goals 

Governance & Risk

• Ensure compliance with all legislative, policy, and procedural requirements. 

Experience & Personal Attributes

• Excellent communication skills – written and verbal correspondence
• Demonstrated skills in customer service
• Good problem solving abilities 
• Strong attention to detail
• Excellent relationship building skills to address and respond to member and client requests
• Able to address problems and commit to follow through
• Focused on continuous improvement 
• Coaching and mentoring other staff to assist in learning and development
• Be an effective team player
• Strong Microsoft Office suite skills
• Understanding of relevant Superannuation legislation and industry knowledge
• Understanding of the MPMS member and employer facing applications