Senior Customer Service Consultant

Job Description

A BIT ABOUT US Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients. HUB24 delivers innovative product and technology solutions to empower better financial futures, together. But it’s not just about what we do. It’s about empowering the wealth industry to change peoples’ lives for the better. We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence. Due to an internal promotion, we have an excellent opportunity for an experienced SMSF Accountant to join a fast-paced, high-performing team. In this role, you will utilise your SMSF accounting experience to provide high quality support and training to our clients, who are primarily SMSF accountants and administrators. You will help clients navigate complex accounting and technical issues, specifically within the Class suite of products and platforms, while ensuring they gain maximum benefit from the platforms' capabilities. Responsibilities: Provide software application support and problem resolution for users of the various Class platforms. Answer and log customer enquiries received via phone, email, and other channels. Provide exceptional customer experience and maintain customer relationships in relation to effective use of Class platforms. Assist entry level and intermediate customer service consultants with troubleshooting complex customer queries. Coach and mentor other support analysts to expand their capability and overall knowledge and understanding of Class platforms. Provide subject matter expertise and analysis of requirements specification for new features of Class platforms. Participate in testing and act as a point of reference for new software features as part of the regular release cycles. Review customer requests and feedback periodically with Team Leaders to identify and act on opportunities for improvement. Participate in client-facing webinars as a panelist and eventually lead your own sessions, sharing your knowledge and helping clients optimise their use of the platform. Requirements: A formal degree/certificate qualification in accounting. 1-2 years' SMSF Accounting experience. CPA or CA qualifications (desirable). Experience working in the accounting SMSF industry and/or help desk environment. Experience with Class suite of platforms (Class Super, Class Trust, NowInfinity). Excellent written and oral communication skills. Ability to troubleshoot issues and determine resolutions to complex issues. Knowledge of Australian Superannuation and Trust legislation and practice (desirable). THE CLASS STORY At Class, our vision is to reimagine a simpler, more automated world for our customers through innovation and technology leadership. We reimagine solutions through the smart application of technology to make processing and data connection painless and by simplifying complex customer problems. Benefits and Life at HUB24 Learn more about our employee benefits HERE. Check out why our people love working at HUB24! We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so. If you don't feel you fit this role 100%, we would still love to hear from you. Tell us what you're interested in - you still might have a skill we didn't realise we needed! The Recruitment Process: - Acknowledgement email once your application has been submitted. - Our Talent team will start reviewing your application; if unsuccessful, you will be notified. - If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. - If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role. - Should you require any accommodations to the recruitment process, please contact and one of our team will be in touch. - Interviews can happen virtually or face to face with the hiring manager, or other members of the broader team. Depending on the role, there may be more than two interviews. - Communication of outcomes to successful and unsuccessful candidates and feedback provided. *As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 2024 CircleBack Initiative Employer – we commit to respond to every applicant. Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to work list. Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative #J-18808-Ljbffr