RCTI Officer

RCTI Officer (Shared Services)
Permanent Full time 
Located in Clayton 

Your primary objective is to provide excellent and timely service to enable client and candidate engagement across Chandler Macleod’s clients, ensuring all daily, weekly and monthly key deliverables (SLAs) are achieved with a distinctive focus on 2 key initiatives:

1. Customer experience: promoting, supporting and delivering a high service offering, both internally and externally
2. Service excellence: proactively driving efficiency and business process improvements in collaboration with key stakeholders (innovate, improve, improvise)

Additional responsibilities of this role include the co-ordination and timely delivery of customer focused services; with respect to the collection and reconciliation of payment files (as per the agreed contracted timeframes).To meet this expectation, we also need to understand Client own systems (Portals) as a method of delivery of reports and invoice approval.
We ensure billing cycles and invoice/claim request formats are aligned to the customer requirements and are set up and monitored to maintain strict compliance.
We manage and constantly review team work instructions to ensure audit compliance and align to best practice always. 
We provide direct support to all Teams within Shared Services and be a source of knowledge and collaboration to the wider business as needed. 

The RCTI team strives to protect our business, ensuring we deliver customer delight whilst limiting risk. 
 
What you will do:

• Reconcile Tax Invoice files from the client with the claims request in Chandler Macleod systems
• Interpret the remittance advice to assist the accounts receivable team with the allocations of funds received
• Assist with timesheet revisions in client systems
• Creation of invoices in client system after timesheet is approved
• Develop an effective internal network to deliver efficient solution and support to customers
• Practical knowledge of CM organizational structure, divisions and reporting lines
• Proactively identify personal skill gaps and discuss with direct manager on a regular basis
• Adherence to Standard Operating Procedures and Service Level Agreements
• Ensure all queries (emails and phone calls) are responded within agreed Service Level Agreements
• Resolve operational issues which have been escalated
• Adherence to the Delegated Authority Policy
• Customer driven reports are delivered on time
• Maintain data integrity
• Ensure systems are maintained with a high level of accuracy and quality, ensuring consistent flow of data across integrated, partially integrated and non-integrated systems
• Contribute to business improvement projects, identifying improvement opportunities and introducing innovative solutions to problems
• Maintain detailed work instructions, ensuring changes are updated and tested
• Provide work instructions for any new systems going forward (new procedures to be tested and notes revised, implement as required)
• Docushare / Qudos maintenance and document control (QMS)
• Adherence to agreed client folder / work instructions
• Manage the Client Invoice delivery / format database process for new and existing Clients to ensure invoices are received and meet the client’s expectations for payment as per the agreed terms.
• Identify own personal training / development needs to Manager

 
To be successful in this role, you should have:

• The ability to clearly communicate at all levels, adjust communication style to suit audience. When needed you will also participate in customer-facing calls communicating progress updates, action plans, and resolution details.
• Advance Microsoft skills – Outlook, Excel and Word
• Administrative background
• Sound appreciation and passion of customer service, and you will guarantee customer satisfaction, quality, and ongoing customer success.
• Process driven, outcome orientated, and high level of attention to detail.
• You will coordinate root-cause analysis and fixes for complex issues and customers while being necessary for providing a consistent quality experience, bringing new and improved support methodologies to our group shared services function i.e. SOP improvements, delivery quality, transparency, analytics, and developing robust teams.
• Ability to perform and prioritize under pressure
• Manage multiple priorities
• Be pro-active and self-motivated
• Excel within people management whereby you can demonstrate where you have focused on team development and team coaching, how you have performed skills uplifting for your team members, and how you have enabled them to develop their careers
• Exceptional analytical skills with attention to detail being priority
• Knowledge of FastTrack 360, GreatPlains and Office365
• Intermediary payroll knowledge

Why Join Us?
Not only will you be stepping into a role with real impact, but you’ll also benefit from a supportive team, flexible working options, and opportunities for career development. Plus, as part of our organisation, you'll be working in an environment that celebrates diversity and inclusion, making sure everyone feels comfortable and respected.
If you're ready to take the next step in your career with a team that cares about its people, don't hesitate — we encourage applications from everyone, especially Aboriginal and Torres Strait Islander peoples, women, neurodiverse individuals, people living with a disability, and the LGBTIQA+ community.

Apply now and be part of something great!

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.