Customer Service Officer

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.

This is an exciting opportunity to provide accurate information to customers in a helpful manner and in accordance with the governing legislation and policies.

Job Specification

• Customer Service
• Grasp, retain and package key information to the member so that the outcome is positive.
• Communicate effectively via the telephone, e-mail and member interviews.
• Provide answers to enquiries upon the first contact.
• Accept accountability for member concerns and follow through until resolution.
• Ensure Team Leaders are informed of any issues that may adversely affect Mercer’s performance level agreement.
• Contribute to the overall effectiveness and efficiency of the team. Where appropriate, assist in other areas.

Fund Knowledge

• Ability to comprehend information such as extensive scheme knowledge and able to apply this to a member’s situation using broader understanding.
• Provide factual information to members’ enquiries and ensure those members with enquiries that cannot be resolved upon the first contact are kept informed of the progress until the enquiry is resolved.
• Where appropriate explain the role and function of Call Centre to fund members, to facilitate the communication of information.

Relationship Management

• Build rapport with members and offer empathetic assistance.
• Resilient by nature, have a reliable method of coping with possible confrontations and rebuttals.
• Mental agility so that planned approaches can be made extremely quickly, while also giving the impression of calmness.
• Work collaboratively and in a team environment.

Skills Required:

• Detailed technical knowledge and understanding of superannuation fund administration, relevant legislation and the superannuation schemes administered by Apex Superannuation Administration Services.
• Previous experience working within the insurance/superannuation industry an advantage.
• Thorough knowledge of complex Defined Benefit superannuation scheme rules, guidelines and relevant legislation and the capacity to apply those to interpret scheme legislation and policy for reference to case work.
• Regulatory Guide (RG) 146 certification mandatory or aptitude and willingness to complete certification; maintenance of SuperCPD points once RG146 accredited.

What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business.
• Competitive remuneration commensurate with skills and experience.
• Training and development opportunities.

This role is covered by enterprise agreement, which sets out the pay rates and conditions.

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential.