Link Group (LNK)Customer Success Specialist
Mar. 2021 - Apr. 2022Melbourne, Victoria, AustraliaOutbound calls to Members and Employers responding to
Emails and requested call backs from administration Assigning follow-up administration tasks to the
appropriate team to action. Dealing with complex account enquires and resourcing
the appropriate responses when required. Emailing written correspondence when required.
Providing Training to new staff on processes.
Assisting work peers with best practice techniques and
answering complex questions around regulation and the
Hostplus product. Add hock duties when required.
Reporting breeches and feedback to management.
Investigating accounts to understand what has transpired
as part of pre work before outbound calls. Providing feedback around changed processes to ensure
efficiency and compliance. Providing general advise to members with regards to
Hostplus super products such as Pensions, TTR,Consolidation and insurance.
Assisting Employers with regards to the use of
Quicksuper. Approving Quicksuper Applications.
Reprocessing of Failed credits via Quicksuper.
Authorizing refund requests and investigation for contact
information for unknown employers to resolve payment
issues. Resetting passwords for Member Online that has come
via Email correspondence. Social Media responses within a designated framework.