Accounts Team Member at McMillan Shakespeare Group (MMS)

Gosford, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

18 Jun, 26

Salary

0.0

Posted On

20 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem-Solving, Analytical Skills, Decision-Making, Communication, Time Management, Organizational Skills, Collaboration, Attention To Detail, Data Entry, Judgment, Resilience, Adaptability, NDIS Plan Interpretation, Billing Query Resolution, Case Management

Industry

Financial Services

Description

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives. Plan and Support Services (PSS) owns the brands Plan Partners, Plan Tracker and My Plan Support. Together, these brands support people living with disability by managing and administering NDIS plans, providing guidance, resolving issues, and helping participants, providers and support coordinators navigate a complex system with confidence and care. Our teams work nationally to deliver consistent, high-quality service across multiple channels, while continuously improving how we support our customers and stakeholders. Here’s how you will make a difference in this role… As an Accounts Team Member, you will play a key role in resolving escalated and complex queries and complaints across multiple platforms. You will provide expert-level advice and resolution support, using your operational knowledge and customer service expertise to investigate issues thoroughly, resolve problems efficiently, and strengthen relationships with NDIS participants, providers and internal stakeholders. You will also contribute to service improvements by identifying process, system and performance issues and supporting continuous improvement initiatives. At PSS, clear expectations help our people Be the Difference. Your key responsibilities in this role will include: Resolving escalated and complex invoices, enquiries and complaints accurately and efficiently, while preventing further escalation where possible Investigating participant invoices and NDIS plans to inform sound decision-making and ensure compliance with policies and legislation Managing your own caseload while maintaining high standards of customer service, record-keeping and data accuracy. Supporting frontline customer teams through case referrals, email and phone support Collaborating with internal stakeholders to identify, recommend and implement service and process improvements Maintaining strong knowledge of internal procedures, NDIA processes, regulatory requirements and privacy obligations Participating in cross-skilling, testing, team meetings and other activities to support operational needs during periods of increased demand To be considered for this role you will possess the following: Demonstrated commitment to high-quality customer service, with the ability to resolve complex or sensitive issues Strong problem-solving, analytical and decision-making skills Excellent written and verbal communication skills across phone, email and administrative channels Proven time management and organisational skills in a fast-paced, high-volume environment Ability to work collaboratively within a team and build effective relationships with internal stakeholders Strong attention to detail, accurate data entry skills and sound judgement Resilience, adaptability and a willingness to own customer complaints from receipt through to resolution Ability to work respectfully with people from diverse backgrounds, including people living with disability Working with NDIS clients: Ability to learn and understand NDIS supports including Short Term Respite, Supported Independent Living and Assistive Technology Ability to be flexible and manage time based on need of clients Be able to work autonomously as part of a multidisciplinary team Interpret NDIS plans and ensure invoices are in line with what the NDIA have approved for claiming within a participant’s plan Correlate information across different formats to support the clients and their claims. Liaise with providers to resolve billing queries and any changes to support intensity What we can offer you: · Strong culture and the support of a values-based recognition program · Novated leasing benefits and discounts · 12 weeks paid parental leave · Comprehensive learning and development opportunities to support your career growth · Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations · Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund · Exempt Employee Share Plan · Volunteer leave & Career break · MMS Rewards program Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected. · We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply. · We value the skills and attributes veterans can bring to our organisation. · We embrace hybrid working and welcome conversations about flexibility. Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially. We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work. If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at mmsgrouprecruitment@mmsg.com.au The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co-ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia’s salary packaging industry to today, MMS has a proud history of innovation and exceptional service. Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.

Responsibilities

The Accounts Team Member will resolve escalated and complex invoices, enquiries, and complaints accurately while investigating participant invoices and NDIS plans to ensure compliance. This role also involves managing a caseload, supporting frontline teams, and collaborating on service and process improvements.