Verified Job
Work from home
Contact Services Officer
Work from home
#655507
Remote / WFH
Job Description
Permanent & Fixed Term Contract roles
Hybrid working environment Parramatta Office
Starting Salary Offering $75,728
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.
Hybrid working environment Parramatta Office
Starting Salary Offering $75,728
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.
