Parramatta

• Permanent | Hybrid working environment | Offering attractive salary package
• Comprehensive learning and development opportunities throughout your career
• At icare we are passionate about delivering great outcomes for our customers

About the Role

Coach and mentor Contact Services Officers to deliver best in class service through delivering solutions across a broad portfolio of workers compensation - underwriting workflow activities. Provide a point of escalation for the resolution of underwriting matters from internal or external customers to support an enhanced customer experience and to build and develop the customer centric reputation of consistent with our values and principles.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as Senior Contact Services Officer you will:

• Work directly with the Contact Service Leads and Manager of Contact Services to deliver the Workers compensation – Business Support targets and business plan
• Coordinate, drive and monitor the day-to-day workflow activities across both channels for the Contact Services officers
• Coach and guide Contact Services Officers to ensure that they deliver solutions across a broad portfolio of underwriting activities
• Receive, respond, and resolve referrals escalated from Contact Services Officers to promote a seamless customer experience
• Respond to emerging trends to ensure that any areas of concern in customer centricity are effectively addressed.
• Draft responses on a range of underwriting matters to protect and enhance the reputation of icare and to provide outstanding experiences for icare’s customers
• Work closely with Workforce Planning to ensure day to day optimum coverage based of live queue volumes
• Advocate for the customer to ensure their underwriting and service concerns are responded to and resolved timely
• Participate in customer experience programs that contribute to the delivery of improved outcomes and experience for our customers
• Partner with other internal service lines (Policy Support Centre / Underwriting / Payments Services / Policy Outcome) to support the achievement of targets and subsequent business objectives.
• Work with the Contact Services Officers regarding their Quality Audits to ensure complete understanding of results and areas of improvement  
• Receive, respond and resolve enquiries raised by customers to support the provision of a high standard of customer service in line with Underwriting Knowledge Articles.
• Manage customer expectations through clear, timely communication and proactive issue resolution.
• Accurately record customer interactions, decisions and follow up actions in icare’s systems.
• Assist customers in understanding underwriting requirements, documentation needs and coverage details.
• Review and resolve customer concerns and escalate complex complaint matters where necessary.
• Ensure all customer interactions align with underwriting and regulatory guidelines (Underwriting Knowledge Articles), compliance standards, regulatory requirements and service level agreements.
• Maintain confidentiality and ensure compliance with guidelines, policies and regulations in line with the Quality Assurance Framework and targets set by Manager, Contact Services.
• Coordinate underwriting and policy maintenance including new business and cancellations in line with Underwriting Knowledge Articles / underwriting risk management framework and regulatory principles.
• Identify and escalate risks as appropriate

Skills & Experience

• Experience working in customer service and/or administration roles. 
• Experience working in the financial services or insurance industry.
• Exposure to or experience in underwriting
• Telephony & online chat previous experience

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.