Edge Service Specialist at Colonial First State

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

10 Sep, 26

Salary

0.0

Posted On

12 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Financial Services, Communication Skills, Active Listening, Problem Solving, Digital Channel Support, First Call Resolution, Relationship Management, Superannuation Knowledge, Investment Industry Knowledge

Industry

Financial Services

Description

Are you passionate about providing excellent customer service and ensure all capabilities are met to a high standard? If you provide highest level of support and service to your customers, this is the role for you. Would you like to work in an organisation that encourages and supports you to be your best? At CFS you'll join an organisation that is so much more than striving to give our customers financial freedom in retirement. It's at the heart of what we do and that's why we are committed to developing a culture of expert and passionate people. Your Team The CFS Edge Service Centre supports the CFS Edge platform by delivering daily service, support, and education to advisers and customers via telephony and digital channels. The team ensures a high-quality customer experience by promoting platform features while resolving queries with accuracy and attention to detail. Working closely with FNZ, they manage transactions, exceptions, complaints, and service requests across channels. The role supports key strategic priorities and embraces AI-motivated innovation to enhance efficiency, customer experience, and service delivery. Your Responsibilities * Be the primary point of contact, delivering exceptional customer service to our advisor and their support staff with a focus on first call resolution. * Develop positive relationships and manage customer interactions via web chat, Inbound calls, emails and follow up outstanding requirements with Advisers, their support staff, or investors. * Focus on educating and supporting Customers to self-serve on the platform using every opportunity to direct back to our digital channels to achieve full adoption of the platform capability. * Swiftly identify and elevate issues for comprehensive investigation and resolution. * Embrace a drive to achieve key performance indicators while remaining open to coaching and feedback, fostering continuous improvement and growth. Your Capability and Experience * Customer service experience in the superannuation and investment industry is preferred, candidates from financial services are also encouraged to apply * A passion for customer obsession and putting the customer at the front of everything you do * You thrive in fast-paced, results-orientated environments, finding fulfillment in such settings * Possess excellent communication and engaged listening skills, ensuring a seamless and professional exchange with customers * Enjoy learning about new systems and demystifying complex information for our customers. What to Expect At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to: * Additional day for your birthday * Hybrid working model * Access to CFS Employer Super * Life Leave - 3 days per annum * Access to Sonder who provides human-powered medical, mental health and safety support through one easy-to-use app enabling you to get support whenever and wherever you need. * Access to Corporate rates with BUPA Health Insurance * Trusted coaching and counselling services supporting life, mind, body, relationships, work and family to assist you in taking charge of your own health and wellbeing CFS Culture At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality, and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential. Apply today and join us in helping Australians to achieve their financial freedom. Please note, CFS requires all candidates to have full work rights in Australia. Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate's employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role. This role is based in Wurundjeri Woi-wurrung (Melbourne)

Responsibilities

Provide high-quality service and education to advisers and customers via telephony and digital channels on the CFS Edge platform. Manage transactions, exceptions, and complaints while promoting platform features and driving digital adoption.