Customer Service Officer

About the business

We have been around for over 30 years specialising in investment property insurance. We have seen a large transformation in the business, focusing on efficiencies and being the best in the market. This growth drove development in employees and resulted in them being quickly promoted into specialist roles and rewarding them for that. Our vision is to continue to adapt in the market with development in our products and our individuals.

Role Description – Customer Service officer

About the Job:

We are seeking enthusiastic individuals to join our Customer Service Team in a permanent opportunity.

Your primary role will be to work collaboratively with our Underwriting Team, in this role you will be the first point of contact for our customers. You will also work collaboratively with Underwriters and colleagues to deliver outstanding outcomes for every customer.

Key Objectives:

A Customer Service officer is required to perform the following tasks:

• To be first line of contact for Clients, answering calls promptly in a courteous and informative manner with referral if outside of your Authority or knowledge

• Respond to emails within 48 hours (outside of exceptions) in a courteous and informative manner

• All actions, including emails & phone calls to be properly documented in the Clients underwriting file

• Ensuring work is accurate and that company procedures are being followed

• Continue to develop your Knowledge and Underwriting, ensuring adherence to internal processes and guidelines

• Ensuring that work is processed in a timely manner to meet key business targets

• Maintain an active and effective diary system ensuring all tasks are actioned and followed up within time limits imposed by the General Insurance Code of Practice

• Identifying and reporting on ideas that result in the efficient use of systems

• Reporting any issues that you may identify to your Team Leader or Manager

• Ad-Hoc duties from time to time

Key Responsibilities:

• Be an integral part of the Customer Service experience.

• Evaluating insurance applications

• Assisting in determining coverage terms and conditions based on underwriting guidelines and company policies

• Strong attention to detail, accuracy and reliability handing data and information

• Identify and escalate opportunities for continuous improvement in processes

An Ideal Candidate will have:

• At least 2 years' experience in a Customer Service or Administration role

• High level attention to detail, with the ability to prioritize & multi-task

• Proactive attitude and willingness to learn

• Ability to meet service levels and individual KPI’s

• Decision making skills and ability to problem solve

• Property Management experience will be highly regarded

• Self-motivated and a team player

• Can-do attitude

Location

Sydney CBD