Job Description

The purpose of the CSA is to manage a portfolio of ‘Tier 1’ Employers and provide transactional support. The CSA is recognised as a highly collaborative role within the LINK Employer Services team and is also a key role in supporting the onboarding of employers into our clients preferred product.
The role of a CSA will also support our clients Client Relationship Team and Employer Services Group to deliver seamless services to Employers to meet key initiatives and priorities. 
Key Accountabilities
  • Manage large tier 1 employer administration queries and issues end to end
  • Proactively monitor and manage accounts to ensure up to date information and resolve outstanding requirements
  • Support the Fund and Employer with face to face presentations/site visits as required such as SCH Online and Employer Access
  • Provide superior administration service to Fund, employers, payroll providers and members
  • Liaise effectively with the LINK Employer Administration team to administer tasks and manage to completion
  • Provide customer service resolution at first point of contact with employers by anticipating needs, proactively maintaining accurate and up to date employer information, problem solving as well as providing ‘value add’ services to support self-service initiatives
  • Contribute towards continuous process enhancement and improvement
  • Maintain knowledge of current industry and Fund related changes, trends and insights
  • Provide the Fund with regular updates on interactions with tier 1 employers and key events through regular meetings
  • Work closely with the Relationship Manager and build and maintain this valuable relationship 
  • Identify and suggest initiatives that aim to improve efficiency, quality and customer experience
  • Develop and strengthen relationships with the Fund through business planning and regular communications
  • Proactively make contact with tier 1 employers when minimum contact requirements are not met
The above list of key accountabilities is not an exhaustive list and is subject to change depending on business needs.
Essential Skills and Experience
  • Previous experience in a customer service role
  • Experience in Client facing roles and/or relationship management 
  • Excellent face to face presentation skills
  • Exceptional telephone and verbal communication skills and a professional phone manner
  • Superior written communication skills
  • Exceptionally strong customer service standards
  • Demonstrated investigation, problem solving and dispute resolution skills
  • Proven track record of consistently delivering exceptional results in a high performance culture
  • Ability to work under pressure while achieving Key Performance Indicators (KPIs)
  • Professional approach to work with an exceptional attention to detail and accuracy
  • Ability to work autonomously and prioritise workload
  • RG146 ideal 

At Link Group we attribute our success to our wonderfully diverse workforce serving our equally diverse clients and members. We are committed to Equal Employment Opportunities and welcome applications from everyone including but not limited to LGBTIQ identifying individuals, all ethnic origins, all ages, all disabilities and gender diverse individuals

Applications will only be accepted from candidates that have the appropriate rights to work permanently in Australia. Successful applicants will be required to complete background screening prior to commencement of employment.

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