Administration Consultant

Administration Consultant

Work setup: Work from home | Day shift

Benefits

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work‑Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

Administration Consultants provide a vital link between SuperCare and the people who use the company's services. Administration Consultants serve as the main point of contact for clients, answering questions, providing detailed explanations of the compassionate release of superannuation process, and assisting clients throughout the entire process — from the initial call through to the lodging of paperwork with the Australian Taxation Office. Administration Consultants are expected to meet company targets and performance goals while delivering exceptional customer service.

Key Accountabilities

• Adhere to targets, performance plans, and objective standards to meet department goals and KPIs.
• Provide exceptional written and verbal communication to SuperCare customers.
• Consistently improve case management techniques for the benefit of customers and overall performance goals.
• Ensure SuperCare sales technologies, such as the CRM system, are used correctly.
• Participate in regular skills training sessions conducted by internal or external trainers.
• Attend and contribute to weekly team meetings.
• Contribute to a positive company culture and collaborative working environment.
• Work in accordance with company culture and values, communicate effectively, and deliver results efficiently.
• Promote a workplace free from discrimination, violence, and abuse, while maintaining a healthy attitude toward duty of care for self and others.
• Ensure clients are contacted and applications are lodged in accordance with existing processes and procedures.
• Meet assigned targets and demonstrate consistent over-performance.
• Use professional skills and expertise to manage multiple cases simultaneously (typically up to 60 cases at any given time).
• Resolve customer issues and complaints relating to the application process and elevate matters when required.

Key Performance Indicators (KPIs)

Performance will be reviewed at 3, 6, and 12 months. Administration Consultant performance must meet the following KPIs (all KPIs are tracked and referenced through Salesforce).

• Contact newly assigned clients within 24 hours of assignment.
• Respond to all emails within 24 hours.
• Return or attend to all phone calls within 2 hours.
• Maintain an average case/application handling duration from assignment to approval of 32 days.
• Maintain an average case/application handling duration from assignment to lodgement of:
  • 5 days for Bariatric applications
  • 10 days for all other applications
• Lodge a minimum of 60 applications per month.