Customer Care Associate

MLC Life Insurance. We have been protecting the lives of Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

Do you bring strong customer service and communication skills? If so, this is the role you have been looking for!

About the Role:

We have a 6 month fixed-term contract available for someone looking to jump start their career in the life insurance sector.

Customer Care Associates will be engaging with our customers at their time of need and will aim to action each enquiry with compassion, empathy and respect. Their key accountability will be assisting our existing claim customer’s enquiries via inbound, outbound and e-mail channels.

As a customer care representative, you will:

• Ensure customer interactions are handled in a timely manner in line with our service level agreements
• Deliver on individual and team Operation Key Performance Indicators
• Provide empathetic customer service through respect, understanding and effective communication
• Ensure customer complaints are effectively managed and escalated as required
• Liaise with internal service providers and external customers, whilst maintaining effective working relationships at all time
• Ensure data needed for the claim is captured in out systems
• Build customer confidence by demonstrating accurate knowledge of MLC Life Insurance Products.
• Ensure Risk Events are identified, escalated and raised in line with MLC Life Insurance’s Event Management policy

About You:

• Strong customer experience background
• Demonstrate strong attention to detail.
• Bring able to work in a team environment and also autonomously.
• Have proven experience of achieving KPI’s.
• Possess excellent verbal and written communication skills.
• Being adaptable to process and technology changes within the business

Our Purpose

MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide almost 1.2 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High. It’s how we work together and behave every day in every interaction with our customers, partners and each other that defines who we are.

Our Strategy

Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all of us to be at their best every day, we offer a flexible, hybrid work environment centred on development, wellbeing, recognition and contribution.

With more than 1500 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

Why Choose Us?

At MLC Life Insurance, you will have the opportunity to:

• enjoy flexible, hybrid work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
• embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
• access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
• wellness and lifestyle offerings including access to Uprise – our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.