Reuben Archer

• In my role managing escalated complaints, I effectively aligned solutions with customer and business needs, ensuring mutual satisfaction. Leveraging deep product knowledge, I delivered exceptional service and conducted thorough investigations to resolve issues. I maintained high customer satisfaction by swiftly addressing inquiries and reporting compliance breaches accurately.
• I communicated feedback to management for continuous process improvement and handled comprehensive complaint resolutions through inbound and outbound calls. I shared superannuation expertise, trained new staff, and enhanced team efficiency. Demonstrating strong time management, I supported the team through overtime and contributed to high morale by fostering strong interpersonal relationships. I identified opportunities for professional advice, enhancing the overall customer experience.

As an Outbound Member and Employer Consultant, I expertly engaged in Webchats and outbound calls, efficiently managing complex account inquiries and follow-ups. I crafted written communications, provided training to new staff, and shared best practices to enhance team effectiveness. I reported breaches, offered strategic feedback to management, and contributed to process improvements for compliance and efficiency.

Specialising in Hostplus super products, I provided advice on pensions, retirement transitions, and insurance, while educating others on Quicksuper use. I processed Quicksuper applications and managed refunds. I addressed social media inquiries and facilitated password resets, maintaining effective relationships and fostering a collaborative work environment.

As an Outbound Member and Employer Consultant, I expertly managed superannuation and insurance inquiries, focusing on retention and consolidation, and identified pension opportunities while educating on regulations and supporting the Choice Plus platform. Over a decade, I consistently exceeded KPIs and maintained a call quality score above 90%. As a Knowledge Champion, I led process improvements, coached new staff, and shared best practices to enhance team performance.

Recognised as Employee of the Month, I maintained RG146 compliance and effectively addressed Superannuation Guarantee arrears, managing employer communications and system feedback. I delivered exceptional face-to-face service, managed employer payments and refunds, and supported the Pension team with after-hours inquiries. My comprehensive expertise underscores my commitment to customer service excellence and operational efficiency.