Customer Care Associate

Are you committed to bringing your best to life every day?

At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.

We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most – and that’s a great purpose to bring us together at work every day.

We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

The Role

We have two opportunities available for those looking to kick start their career in the life insurance sector. We have one 10-month fixed term contract and one perm opportunity. 

As a Customer Care Associate, you will engage with our customers at their time of need with the aim of managing each enquiry with compassion, empathy, and respect. Your main responsibility will be assisting our existing claims customers with their enquiries primarily via call and some email.

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 KPIs 
• 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 times
• Ensure data needed for the claim is captured in our 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
• Adaptable to process and technology changes within the business

Bringing our best to life - why join us?

• We do work that makes a genuine difference to our customers, partners and community.
• We have a supportive, inclusive and flexible team culture, including hybrid working.
• We support your growth and development, and careers across our business units and teams that are as unique as our people.
• We reward and celebrate our successes, through our incentive and recognition programs.
• We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.
• We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.

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.

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