Address
Form of workWe are looking for a Technical Support officer to join our Shannons team to provide product, technical, delegation authority, process and systems support to Shannons frontline staff.
This role will be responsible for customer escalation, complaints support and external complex enquiries and activities via mailbox.
This role is permanent full time across Monday to Friday. We operate a hybrid working model with the requirement of 2 days per week in the office.
What you’ll do
- Contribute to an efficient and highly skilled team which provides product, systems, underwriting techniques and process support to Shannons frontline staff
- Provide consistent, effective Technical Support to frontline staff
- Provide effective complaints resolution including IDR/FOS/SOA support
- Provide insights for underwriting guideline and process changes to ensure a balance between ongoing growth and sustainability across the Shannons portfolio.
- Ensure compliance with all internal policies, procedures, legislative and external requirements (e.g. General Insurance Code of Practice, Privacy, IDR processes, and others).
- Contribute to an environment that encourages staff engagement, promotes performance excellence, and recognises & rewards success.
- Maintain superior knowledge of systems, products, and procedures
- Contribute to continuous improvement initiatives
What you’ll bring
- Extensive knowledge of Suncorp Group Insurance products, processes, and procedures
- Strong understanding of insurance industry principles and regulations
- Extensive technical knowledge and experience with Shannons underwriting guidelines and processes
- Demonstrates advanced understanding of the referral, complaint handling and IDR process
- Excellent and efficient customer service and relationship management skills
- Strong communication and interpersonal skills, both orally and written
- Self-driven in actively seeking feedback on own performance and taking responsibility for self-development in all aspects of role
If this sounds like the opportunity you have been looking for, apply today! For more information, please contact Jenna.Halfpenny@suncorp.com.au
