Adviser Service Representative

Job Type: Fixed Term

Job Category: Banking and Financial Services,Call Centre and Customer Service,Insurance & Superannuation

Your new role

We are seeking a dedicated individuals to join our team as Adviser Service Representatives (ASR). This position is crucial for enhancing operational efficiency and strengthening our engagement with External Financial Advisors (EFAs).

In this role, you will act as a key liaison between EFAs and the organisation, ensuring timely, accurate and professional handling of enquiries across phone and email channels. Your responsibilities include managing third-party authority (TPA) requests, actioning requests for information (RFIs) and collaborating cross-functionally to drive improved outcomes for EFAs and their clients.

Through your proactive engagement and attention to detail, you will enhance adviser experience, strengthen relationships and contribute to the overall effectiveness of our Adviser Services Enhancements initiative.

Key Responsibilities

• Respond promptly and accurately to EFA enquiries received via phone and email, ensuring consistent and professional information delivery
• Deliver a high standard of service through responsive inbound and outbound phone support to EFA practices
• Process Third-Party Authorities on mutual client accounts with accuracy and efficiency
• Uphold quality standards by adhering to procedures that safeguard members’ personal and financial information
• Collaborate with peers to escalate and resolve complex or time-sensitive adviser queries effectively
• Foster a positive, collaborative, and innovative team environment centred on delivering high-quality customer service
• Case manage EFA enquiries through to resolution, collaborating with internal business areas to deliver optimal customer outcomes

Please note: We are open to consider applications from across Australia with an established home office.

What You Need To Excel

• Previous experience in financial services or call centre environment, preferably in processing third-party authority requests or related functions highly regarded
• Strong attention to detail and accuracy in data entry and documentation
• Proficient phone skills, with the ability to handle incoming calls from external financial advisers and internal stakeholders in a professional and courteous manner
• Proficient in multitasking, organisation, and providing exceptional customer service while accurately capturing data during telephone interactions with customers
• Exceptional administrative abilities, encompassing strong written communication and research skills to promptly address enquiries while conversing with customers over the phone
• Ability to learn quickly on new systems while processing new information and retaining key information

What will you get in return?

• 12 month fixed term position, potential extension
• Comprehensive training and ongoing development to support your success
• Be part of a team with a strong focus on promoting professional development especially within the EFA team
• Meaningful opportunities to build skills, gain experience and grow your career
• Inclusive and collaborative team culture that champions diversity and professional growth
• Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

How do I apply?

To apply for this opportunity please include a cover letter (mandatory) outlining your suitable skills and interest in the position and working for CSC, along with your current resume. For questions or more information about this opportunity, please reach out to recruitment@csc.gov.au

• Applications close: Monday 4August 2025, 5:00 pm
• Please note: Agency submissions will not be considered for this position

More About CSC

Visit our careers page to discover more about CSC, our core competencies and employee benefits: https://www.csc.gov.au/Members/About-CSC/Careers

CSC is committed to building an inclusive and respectful workplace. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people with disability, and people of all ages, genders and sexual orientations.