Customer Care Specialist, Workers' Comp (12‑Month FTC)

Insurance and Care NSW (icare); Parramatta; Hybrid; AUD 70,000 - 86,000; Full time

Benefits offered by this job

Flexible & hybrid work

Gym subsidies

Health checks

EAP support

Learning opportunities

Extra leave

Health insurance discounts

Salary packaging

Novated leasing

Job summary

icare is seeking a Contact Services Officer in NSW to provide frontline phone-based support across workers compensation and underwriting services. This 12-month fixed-term role focuses on delivering clear, accurate customer outcomes and assisting customers with underwriting requirements and documentation.

You will gather information, coordinate underwriting activities, resolve inquiries, and collaborate with internal teams and partners to ensure positive experiences for customers and employers

Qualifications

• Experience in customer service or administration, with the confidence to support customers over the phone.
• Ability to listen, ask the right questions and explain information clearly to customers.
• Sound judgement when working through customer enquiries, balancing accuracy and service requirements.
• Strong attention to detail when gathering information and following policies.

Responsibilities

• Handle customer enquiries over the phone, providing clear, timely and helpful support and resolving issues during interactions.
• Help customers understand underwriting requirements, documentation and coverage information.
• Gather and review customer information to support accurate policy decisions and record interactions and follow-up actions.
• Coordinate underwriting and policy maintenance activities, including new business and cancellations, in line with guidelines and regulatory requirements.
• Listen to customer concerns, escalate more complex complaints when appropriate.
• Work with internal teams and external service partners to ensure consistent, positive customer experiences.
• Identify recurring feedback and trends, sharing insights to improve outcomes and service delivery.

Job description

icare is seeking a Contact Services Officer in NSW to provide frontline phone-based support across workers compensation and underwriting services. This 12-month fixed-term role focuses on delivering clear, accurate customer outcomes and assisting customers with underwriting requirements and documentation.

You will gather information, coordinate underwriting activities, resolve inquiries, and collaborate with internal teams and partners to ensure positive experiences for customers and employers