About the Role
We're looking for a passionate and confident full-time Application Support Specialist to join our team.
The role requires you to provide front-line support to Midwinter's retail and corporate clients, responding to enquiries by phone and email in a timely manner and delivering excellent customer service.
Key Responsibilities:
* First-line client support for utilising cloud-based advice technology
* Develop, maintain, and deliver effective training plans to ensure the production of training materials
* Maintain client records in CRM
* Record all inquiries received and solutions into the Midwinter ticketing system
* Respond to telephone or email inquiries received within our service level agreements (SLAs)
* Capture product enhancements and proactively engage with various stakeholders to implement change beneficial to all users
* Proactive client retention activities, overseeing the process and capturing key client themes
Requirements:
* Understanding of the Financial Planning/Wealth Management industry
* Experience providing customer support services and strong relationship management skills
* RG 146 (Diploma in Financial Planning) is advantageous
* Negotiation and resolution skills
* Ability to work well under pressure, take ownership of assigned tasks, and communicate timelines to deliver
* Exceptional organisational and time management skills, ability to prioritise and avoid mismanaging workflow
* Excellent verbal and written communication skills to adapt to technical and non-technical audiences
Working at Midwinter:
* Competitive salary and employee benefits scheme
* 2 paid volunteering days and a range of community-based initiatives
* Flexible Hybrid workplace
* A friendly, social, and supportive global team that thrives on delivery and embraces diversity
* Generous reward and recognition programs
* Bravura Leave day – to celebrate events that are important to you