Employer Support Specialist

Company:Mercer

Description:

We are seeking a talented individual to join our Administration Operations team at Mercer. This role will be based in Melbourne, Sydney, Wollongong or Adelaide. This is a hybrid role that has a requirement of working at least three days a week in the office.

The Employer Support Specialist is essential in enhancing and executing the customer experience by managing all employer enquiries from start to finish with expertise and precision. You will serve as a vital intermediary between employers and various departments, tackling complex employer transaction issues, driving process improvements, and providing comprehensive education to employers to ensure satisfaction and efficiency.

We will count on you to: 

• Ensure customers are the focus of every transaction and interaction, proactively creating the easiest experience for them. 
• Provide exceptional service by responding accurately to calls and written queries about products and processes, capturing feedback and complaints appropriately. 
• Take ownership of all customer requests and issues, following through to ensure satisfaction and timely communication to meet SLAs. 
• Build and strengthen partnerships with employers, trustees, and colleagues to consistently meet service level agreements across multiple schemes. 
• Engage effectively with key internal stakeholders to enhance the overall service experience and align business outcomes. 
• Proactively identify issues, contribute to solutions, share knowledge within the team, and comply with internal processes, compliance, and legislative requirements including AML legislation.

What you need to have: 

• Experience in the Superannuation industry
• Demonstrated knowledge of SuperStream
• Proven experience cultivating key working relationships and establishing rapport with stakeholders at all levels in a professional and timely manner. 
• Strong verbal and written communication skills, with the ability to work effectively in a high-volume, fast-paced environment while maintaining attention to detail and accuracy. 
• Technical mindset and strong analytical skills
• Familiarity with superannuation products and relevant legislation is advantageous.
• Understanding of upcoming legislative changes to the Superannuation environment directly affecting employers.

What makes you stand out: 

• Relevant industry-related qualifications such as RG146 
• Demonstrated initiative and willingness to challenge the status quo to drive innovation and improvement. 
• Proven proactive problem-solving skills with a focus on identifying opportunities for process improvements and efficiencies. 
• Commitment to continuous self-development and maintaining expertise related to products, procedures, and performance metrics.

Why join our team: 

• We help you be your best through professional development opportunities, interesting work and supportive leaders. 
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities. 
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $24 billion and more than 90,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.