EMPLOYMENT

About the Role The Technical SME position in Member Engagement is responsible for working with the Manager, Contact Centre Operations, to help support the broader Member Engagement team in ensuring superior service delivery. The Technical SME position will provide support for frontline staff in answering challenging enquiries and supporting directly highly technical member matters including complaints. Technical SMEs are considered experts of our systems and processes will be supported in developing their leadership capability to provide this support for the leadership team including relieving leaders while on leave. Accountabilities: The key responsibility of the Technical SME is supporting delivery of superior service across the Member Engagement team. Supporting frontline staff in delivering service to members including supporting escalations, complaints and answering questions via the helpline and/or helpdesk Reviewing and processing refunds to ensure segregation of duties from those who raise them (front line staff) and those who approve (Technical SME and above) Support the leadership team in completing quality assurance reviews of member interactions with frontline staff, and updating the knowledge management tool as required With the support of the leadership team, develop leadership capability in order to provide quality feedback to staff, and relieving team leaders when on leave. Working as a frontline agent as required Support business verification testing on changes to the customer record system (eg. Aurora, Medicus), and act as an SME in projects Stakeholder management as required in role (eg. updating leadership team on activities completed to support; collaborating with colleagues on business verification testing, technical member matters, etc). Key skills required to perform the role: Extensive experience in across the member engagement team including a strong track record for success Experience with medical or health professionals OR experience with insurance/financial services products (both would be highly regarded); Strong customer experience / complaint skills and experience Willingness to collaborate with the ME team