Workers Compensation Careers
Contact Services Officer
- Parramatta, NSW, Australia, 2150
- Permanent
Parramatta
- Permanent | Hybrid working environment | Offering attractive salary package
- At icare we put people and communities first!
- Comprehensive learning and development opportunities throughout your career
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.
Apply Now
Thank you - the next page will direct you to the application portal
Jobs Recommended For You
Senior Underwriter - Construction
General Insurance & Care 498190 Sydney CBD NSW Australia Sydney CBD, NSW, Australia, 2000 General Insurance Underwriting PermanentLead the evaluation, assessment, and underwriting for the NSW State Governments construction insurance portfolio. This role requires the maintenance and oversight of a sustainable portfolio by assessing project-specific exposures, reviewing contra...
Manager Business Process & Analysis Practice
Digital & Transformation 498195 Sydney CBD NSW Australia Sydney CBD, NSW, Australia, 2000 Strategy, Customer Experience & Transformation Insurance , Project Management Fixed TermManager Business Process & Analysis Practice, leading the BA and BP practice, and implementing a new organisational process management strategy
Claims Management Review Specialist
Workers Compensation 498179 Sydney CBD NSW Australia Sydney CBD, NSW, Australia, 2000 Service Operations Insurance , Workers Compensation PermanentInvestigate and resolve icare’s premium impact complaints as a direct result of 3rd party claims management practices
Business Acceptance Test Analyst X3
Workers Compensation 498177 Sydney CBD NSW Australia Sydney CBD, NSW, Australia, 2000 Workers Compensation Transformation Information Technology Fixed TermSupport the Test Lead and internal and external stakeholders to thoroughly test product or process changes, and ensure the technology systems or processes meet the workers compensation business requirements
Business Acceptance Test Lead
Workers Compensation 498176 Sydney CBD NSW Australia Sydney CBD, NSW, Australia, 2000 Workers Compensation Transformation Information Technology Fixed TermWork collaboratively with a variety of stakeholders to thoroughly test product or process changes, ensure the impact of any changes are as expected and the workers compensation business needs are met
P&C Consultant (Workforce Mobility Placement Case Manager)
People & Communication 498136 Sydney CBD NSW Australia Sydney CBD, NSW, Australia, 2000 People & Wellbeing People & Communication Fixed TermThis role helps impacted employees find suitable roles within the wider NSW Government sector by driving the process management, education, advice and being the primacy point of contact for employees and leaders.
Sign up for Job Alerts here!
Thank you
