Day to day responsibilities include: - Listening to incoming calls taken by MLC Life Insurance consultants and assessing them against a range of quality criteria, including correct and complete information, correct and complete security checking, and completing after call work in full. - Providing feedback based on the telephone calls assessed, and coaching consultants to enhance their capability and close any existing knowledge gaps. This also includes assisting consultants to develop… Show more Day to day responsibilities include: - Listening to incoming calls taken by MLC Life Insurance consultants and assessing them against a range of quality criteria, including correct and complete information, correct and complete security checking, and completing after call work in full. - Providing feedback based on the telephone calls assessed, and coaching consultants to enhance their capability and close any existing knowledge gaps. This also includes assisting consultants to develop resources for use on the phone to improve their job performance. - Creating and reviewing existing knowledge management resources to ensure that phone based consultants have the best possible resources to perform their role. - Creating and reviewing training materials. - Running training for new starters to the business, as well as training for existing staff upskilling to different product lines.In addition to my day to day responsibilities I have been involved in a number of projects to improve contact centre and business processes, and provided ongoing support as an SME to the MLC Life Insurance transformation program. Show less

Assisting clients and advisers with their insurance enquiries. I commenced on one product line, and cross skilled to all four product lines that MLC Life Insurance services, as well as technical support and administration responsibilities. After 12 months I was offered the opportunity to join the Emerging Quality and Capability Associate (QCA) program, which involved shadowing experienced QCAs, running small group training sessions and listening to and assessing consultant telephone… Show more Assisting clients and advisers with their insurance enquiries. I commenced on one product line, and cross skilled to all four product lines that MLC Life Insurance services, as well as technical support and administration responsibilities. After 12 months I was offered the opportunity to join the Emerging Quality and Capability Associate (QCA) program, which involved shadowing experienced QCAs, running small group training sessions and listening to and assessing consultant telephone calls. Show less

Assisting the Client Managers of the New Client Team to ensure a smooth transitions for all new clients appointed to FTL.

A Personal Financial Consultant works in conjunction with other areas of our organisation to manage our client's financial and legal affairs in their best interests. We work with a portfolio of clients to ensure they are living within their means, that their financial needs are met and that they are achieving their financial goals. It's our responsibility to manage their day to day needs whilst ensuring that their future financial position is as secure as possible. This… Show more A Personal Financial Consultant works in conjunction with other areas of our organisation to manage our client's financial and legal affairs in their best interests. We work with a portfolio of clients to ensure they are living within their means, that their financial needs are met and that they are achieving their financial goals. It's our responsibility to manage their day to day needs whilst ensuring that their future financial position is as secure as possible. This includes, but isn't limited to, budgeting their fortnightly income and expenses, paying their accounts, asset and liability management, investigations into their entitlements and pursuing certain claims on their behalf. Show less