Outbound Services Coordinator
NGS Super
Job Overview
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Job Description
About NGS Super
NGS Super is an award-winning, national $16B public offer industry fund dedicated to the education and community sectors. Joining NGS Super means contributing to a larger purpose: making a tangible difference in members' financial futures. The organization values its people, offering a flexible and engaging workplace, competitive benefits including additional leave entitlements, and robust personal and professional development and health and wellbeing programs.
The Role: Outbound Services Coordinator
As an Outbound Services Coordinator within the Operations team, you will be crucial in delivering outstanding member experiences. This phone-based position focuses on proactive engagement, connecting with members through targeted campaigns to provide essential support and guidance. You will cultivate meaningful relationships by proactively reaching out, offering information on superannuation, insurance, beneficiaries, and other vital member services.
What You'll Do
- Implement outbound calling campaigns to designated member groups, ensuring contact within specified timeframes.
- Engage directly in proactive outbound calls to new and existing members.
- Understand and effectively present products and offerings to members.
- Gather information to identify member needs and provide relevant information in response.
- Summarize and accurately log all call interactions in the CRM, recording necessary follow-up actions.
- Ensure all calls comply with regulations, Do Not Call register exclusions, and internal policies.
- Adhere strictly to the distinction between providing information, general advice, and personal advice, escalating calls to advice teams when required.
About You
You will possess exceptional communication and customer engagement skills, coupled with experience in the following areas:
- Previous experience in a customer service or outbound services role.
- Ability to engage members professionally and clearly.
- Basic understanding of superannuation or related financial services products.
- Ability to successfully follow detailed instructions and campaign scripts.
- High level of attention to detail and accuracy.
The following skills are advantageous but not essential:
- A proven track record of achievement in superannuation.
- Familiarity with call centre software and CRM software.
- Understanding of RG146 compliance and general financial advice regulations.
If you are passionate about customer experience and creating a meaningful impact for members, NGS Super invites you to apply. The organization offers an exceptional work culture, diverse development opportunities, and an attractive remuneration package. Candidates must have permanent Australian working rights and residency.
Key skills/competency
- Customer Service
- Outbound Calling
- Member Engagement
- Superannuation Knowledge
- CRM Software
- Regulatory Compliance
- Communication Skills
- Attention to Detail
- Financial Services
- Data Entry
How to Get Hired at NGS Super
- Research NGS Super's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Customize your resume: Highlight customer service, communication, and financial services experience relevant to an Outbound Services Coordinator.
- Showcase compliance awareness: Emphasize your understanding of regulations like RG146 and adherence to call policies.
- Prepare for behavioral interviews: Be ready to discuss experiences in proactive member engagement, problem-solving, and attention to detail.
- Demonstrate passion for member impact: Articulate how you contribute to positive member experiences and financial well-being at NGS Super.
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