Contact Services Officer

Contact Services Officer

Summary: Deliver front line workers compensation solutions across underwriting portfolio, partnering with external BPO teams to enhance the customer experience

Parramatta

• Permanent & Fixed Term Contract roles
• Hybrid working environment | Parramatta Office
• Starting Salary Offering $78,000

About the Role

Deliver front line workers compensation solutions across a broad underwriting portfolio of workflow and partnering with external BPO teams to enhance the customer experience of our customers and to build and develop the customer centric reputation of icare consistent with our values and principles. 

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Comprehensive learning and development support aligned to icare’s Core Capabilities. 
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program 

Duties

• It’s an exciting time at icare where no two days are the same; as Contact Services Officer you will:
• Receive, respond and resolve enquiries raised by customers to support the provision of a high standard of customer service in line with Underwriting Knowledge Articles.
• Manage customer expectations through clear, timely communication and proactive issue resolution. 
• Accurately record customer interactions, decisions and follow up actions in icare’s systems. 
• • Assist customers in understanding underwriting requirements, documentation needs and coverage details. 
• Review and resolve customer concerns and escalate complex complaint matters where necessary. 
• Collect and review information through effective communication from customers to ensure complete and accurate information is used for policy decision making. 
• Ensure all customer interactions align with underwriting and regulatory guidelines (Underwriting Knowledge Articles), compliance standards, regulatory requirements and service level agreements. 
• Maintain confidentiality and ensure compliance with guidelines, policies and regulations in line with the Quality Assurance Framework and targets set by Manager, Contact Centre.
• Coordinate underwriting and policy maintenance including new business and cancellations in line with Underwriting Knowledge Articles and regulatory principles.
• Serve as a voice of the customer through identifying recurring feedback trends or recurring issues and provide feedback and ideas to contribute to the design and delivery of improved outcomes and service for customers. 
• Partner with other internal teams to drive positive customer experiences and support the achievement of business objectives. 
• Respond to issues associated with emerging trends to ensure that any areas of concern are effectively addressed.
• Identify and escalate risks as appropriate

Skills & Experience 

• Experience working in customer service and/or administration roles.

• Experience working in the financial services or insurance industry.

• Exposure to or experience in underwriting.

• Telephony & online chat previous experience

Culture 

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process. 

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.