South Australian Public Service JOB AND PERSON SPECIFICATIONS Title of Position: Superannuation Administrator Administrative Unit: Department of Treasury and Finance Classification Code: ASO3 Discipline Code: Branch: Super SA Section: Member, Insurance and Account Services Career Code: Type of Appointment: Position Number: Ongoing Position Created: Temporary Other All excluding senior positions Job and Person Specification Approval....../.../... CEO or delegate JOB SPECIFICATION 1. Summary of the broad purpose of the position in relation to the organisation s goals The Superannuation Administrator, Member Enquiries is responsible for the maintenance of financial data, provision of a high level of customer service and accurate and timely administrative services to members and stakeholders for the various superannuation schemes and products administered by the Super SA Office in accordance with statutory legislation. 2. Reporting/Working Relations The Superannuation Administrator, Member Enquiries reports to the Group Leader, Member Enquiries and has extensive contact with internal and external customers. Will be required to work collaboratively with all teams within Super SA and staff across Agencies to achieve required business outcomes. This position works within a team environment and periodically may be required to work in alternative teams to meet business and workflow needs. Page 1
3. Special Conditions Engagement will be to a specific Key Result Area as described in the Overarching Key Responsibilities/Duties. The incumbent may be required to be assigned to other roles at the same remuneration level on a temporary or continuing basis. May be required to visit Government Agencies within the metropolitan and regional areas periodically. Some out of hours work may be required. Intrastate and interstate travel may be required. The incumbent will be required to participate in the Departmental Performance Management Program. The incumbent may be required to be assigned to other positions at the same remuneration level across the department. An individual recommended for appointment/employment to a position in DTF will be subject to satisfactory criminal history/record check in accordance with the DTF Pre-Employment Screening (Criminal history/record check) Policy and Procedure. Disclosure of any pending charges is also mandatory. Previous criminal conviction or pending charges will not necessarily preclude employment. 4. Statement of Key Outcomes and Associated Activities Accountable for contributing to the successful achievement of Super SA s business objectives by: 4.1 Providing specialised administrative services and comprehensive information on superannuation and/or insurance matters to meet customer needs across one or more of the following Key Result Areas, as required: A B C D E F Call Centre Member Enquiries Administration Triple S Administration Defined Benefits Administration Post Retirement Services Administration Data Integrity Claims Management and Insurance Underwriting Key outcomes specific to each of the above are detailed in Appendix A. 4.2 Customer Service Providing high level services to members and agencies regarding the various superannuation schemes by: Ensuring accurate delivery and customer service standards and response times are met. Developing rapport with members to provide a personal service. Liaising with a variety of stakeholders, including other government agencies, private industries and the public. Developing high quality solutions and accurate outcomes for customers in a timely manner to build positive customer relationships. Page 2
4.3 Legislative Compliance Maintaining the compliance of the various superannuation schemes against statutory legislation by: Ensuring the compliance requirements of the Super SA Office are met. Undertaking and participating in legislative training, as required, in order to maintain compliance with statutory legislation. 4.4 Relationship Building Foster sound and constructive relationship by: Working collaboratively to develop effective working relationships with colleagues, staff, members, agencies, financial planners, legal and medical practitioners and other external parties in order to deliver quality and timely communication and services. Providing an effective and timely referral of customer enquiries (internal and external) to appropriate staff members. Communicating ideas and information, both verbally and in writing, in a clear and logical format. 4.5 Administrative Services Contributing to the effective administration of member accounts by: Managing and maintaining accurate member records, including the maintenance of superannuation information and data in multiple databases. Coordinating information, documentation and correspondence. Taking initiative in the identification of issues, preparation and presentation of information for stakeholders. 4.6 Project Work In collaboration with the Line Manager, exercise authority and contribute on behalf of the specific business unit by: Participating in continuous improvement projects undertaken by the Super SA Office to enable systems and services to better meet business and member requirements. Undertaking discrete projects of limited complexity or, contribute to major projects undertaken by the Super SA Office. Reviewing processes, reporting, standard letters and communication materials. 4.7 Contribute to the development of Procedure, Policy and Enterprise Architecture documents and ensure they are maintained in a state which represents current operational practice. 4.8 Contribute to the promotion and implementation of the Principles of Personnel Management and in particular Equal Opportunity, Occupational Health Safety & Welfare and the Merit Principle by adhering to the provisions of various Acts and associated legislation. Page 3
PERSON SPECIFICATION Essential Minimum Requirements Educational/Vocational Qualifications N/A Personal Abilities/Aptitudes/Skills Exceptional interpersonal skills and verbal, written and face to face communication skills. Ability to handle difficult situations in a calm, positive and objective manner, with excellent problem solving skills resulting in win/win outcomes. Ability to identify innovative solutions and implement continuous improvement opportunities with a willingness to embrace new methods and adapt to change. Analytical and problem solving skills and the ability to develop and implement solutions. Ability to work on multiple tasks and to prioritise those tasks to meet deadlines. Ability to deal with sensitive issues with tact and diplomacy and maintain complete confidentiality. Ability to build trust and cohesion, both within the team and across the Office. Experience Experience with MS Office, particularly Word and Excel, and in using multiple software programs/databases at once. Experience in meeting legislative and regulatory requirements and policies. Knowledge Knowledge of, and commitment to, principles of customer service excellence. Knowledge and understanding of office administration practices. An awareness of the relevant legislation, policies and procedures, including Code of Conduct, EEO and cultural inclusion. An understanding of and ability to work to the spirit and principles of the Premier s Safety Commitment and the legislative requirements of the Occupational Health Safety and Welfare Act. Page 4
DESIRABLE REQUIREMENTS Educational/Vocational Qualifications RG146 (Superannuation Industry) compliant. Diploma in Financial Services or equivalent. Personal Abilities/Aptitudes Skills Refer attachment Experience Refer attachment Knowledge Refer attachment Acknowledged by Applicant....../.../... Page 5
Personal Abilities / Aptitudes Skills Call Centre Member Enquiries Ability to grasp new concepts and information quickly. Ability to manually calculate superannuation benefit payments. Ability to manually calculate the ETP components of a superannuation benefit, and taxation payable. Ability to write operational procedures. Administration Triple S Administration Defined Benefits Administration Post Retirement Services Ability to grasp new concepts and information quickly. Ability to manually calculate superannuation benefit payments. Ability to manually calculate the ETP components of a superannuation benefit, and taxation payable. Ability to write operational procedures. Well developed skills in use of spreadsheets and database applications with the ability to grasp new concepts and systems quickly. Strong numerical skills and proven high competency level in keyboard skills. Ability to extract information from databases, interpret, analyse problems and formulate clear and effective solutions. Administration Data Integrity Ability to grasp new concepts and information quickly. Ability to manually calculate superannuation benefit payments. Ability to manually calculate the ETP components of a superannuation benefit, and taxation payable. Ability to write operational procedures. Excellent data processing skills and the ability to perform data responsibilities in an accurate and timely manner. Ability to analyse, interpret and extract information in data form. Claims Management and Insurance Underwriting Ability to grasp new concepts and information quickly. Ability to manually calculate superannuation benefit payments. Ability to manually calculate the ETP components of a superannuation benefit, and taxation payable. Ability to write operational procedures. Ability to effectively communicate and liaise with a diverse range of clients at various levels (both orally and in writing), including claimants, medical and legal practitioners. Ability to objectively deal with sensitive and contentious matters and maintain confidentiality, tact, sensitivity and empathy when communicating with internal and external customers. Attitude to show a high degree of professionalism while dealing empathetically with members who are ill or incapacitated. Page 6
Experience Call Centre Member Enquiries Experience in the superannuation or financial services industry. Experience in defined benefit, accumulation scheme and/or account-based pension administration and/or customer service. Experience in interpreting and applying legislation and/or policy. Experience in a call centre or customer service area. Administration Triple S Administration Defined Benefits Administration Post Retirement Services Experience in the superannuation or financial services industry. Experience in defined benefit, accumulation scheme and/or account-based pension administration and/or customer service. Experience in interpreting and applying legislation and/or policy. Experience in data processing and reconciliation processes in an accurate and timely manner. Experience in superannuation annual review processes. Administration Data Integrity Experience in the superannuation or financial services industry. Experience in defined benefit, accumulation scheme and/or account-based pension administration and/or customer service. Experience in interpreting and applying legislation and/or policy. Experience in the use of spreadsheets and database applications, particularly Excel and Access. Experience in the use of SuperB, epass, Capital or Calibre. Experience in analysing, interpreting and extracting information in data form. Experience in the use of Crystal and/or other reporting tools. Experience in superannuation annual review processes. Claims Management and Insurance Underwriting Experience in the superannuation or financial services industry. Experience in defined benefit, accumulation scheme and/or account-based pension administration and/or customer service. Experience in interpreting and applying legislation and/or policy. Experience with workers compensation administration. Page 7
Knowledge Call Centre Member Enquiries Knowledge of superannuation and the schemes offered by Super SA. Administration Triple S Administration Defined Benefits Administration Post Retirement Services Administration Data Integrity Knowledge of superannuation and the schemes offered by Super SA. Knowledge and understanding of the principles of database management. Claims Management and Insurance Underwriting Knowledge of superannuation and the schemes offered by Super SA. Knowledge of insurance claims and/or insurance underwriting administration. Page 8
APPENDIX A SUPERANNUATION ADMINISTRATOR CALL CENTRE MEMBER ENQUIRIES Key outcomes specific to the Call Centre Member Enquiries Provide specialised superannuation based information to members, agencies and stakeholders by handling queries by telephone (both inbound and outbound), in person, and in writing that relate to: the Pension, Lump Sum, Triple S, SA Ambulance Schemes, Super SA Flexible Rollover Product and Super SA Income Stream including providing information on eligibility criteria, legislation, insurance and taxation; specific and accurate details related to individual and member accounts; targeted superannuation based campaigns; superannuation and insurance related services provided by Super SA; and methods for calculating superannuation benefits. Ensure that details and information specific to the various superannuation schemes are accurately and proactively gathered, updated, maintained, and stored in agency, and individual member account files, ensuring that the office s record systems comply with public sector and statutory requirements. Support the achievement, measurement, and review of the performance criteria set out in Super SA s internal Key Performance Indicators, and Service Level Standards. Page 9