Team Member, Customer Contact

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 multiple permanent opportunities available for Customer Support Team Members to join our Melbourne-based Customer Contact team. This role is well suited for those looking for an opportunity to kick-start or progress their corporate career.

With a generous salary package including monthly RDO’s and the participation in our short term incentive program, you will start with a group of new work mates where your first 7 days will be spent in an interactive learning environment understanding our products, processes, and systems to assist our customers with simple enquiries (taking payments, updating payment details and resending correspondence).

After this, you will move onto the Contact Centre floor where you’ll get the opportunity to meet and engage with the wider team. You be supported by our Coaches and Leaders as you begin to interact with our customers and clients over the phone and continue to develop your skills and gain confidence in your new role.

Within your first few months you will continue to receive training as you begin managing more complex customer queries. Over time, you will also help advisers with their enquiries about their customer's existing policies as well as assisting with and providing updates on new business applications.

As you continue to flourish in your role in your first year at MLC Life Insurance, we will provide you with further opportunities to upskill across various products, learn more about and connect with other areas of the business, building a career with us. 

About you

You must have the flexibility to work a rotating roster Monday to Friday (no weekend work!) between the hours of 8.30am and 6pm in a hybrid (combination of in the office and work from home) working environment. Additionally, you will bring:

• A background in customer service or a related field;
• Proven reliability and an ability to work in a fast paced environment;
• Experience working to & achieving KPIs;
• Excellent verbal & written communication skills as well as empathy and customer centricity;
• Competency in different mediums of technology with an ability to pick up different operating systems;
• Self drive with the ability to work well autonomously and within a team;
• Exceptional work ethic and strong willingness to learn.

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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