Customer Support & Underwriting Associate (Hybrid)

icare; Parramatta; Hybrid; AUD 70,000 - 86,000; Full time

Benefits offered by this job

Flexible hybrid working

Gym subsidies

Health checks

EAP support

Learning opportunities

Salary packaging & novated leasing

Job summary

icare is seeking a Contact Services Officer to provide frontline customer support for workers compensation and underwriting services in NSW. This phone-based role focuses on resolving enquiries, explaining documentation and coverage, and coordinating with internal teams to ensure accurate policy decisions and positive outcomes.

The position emphasizes strong listening, clear communication and collaborative work with colleagues, while supporting customers across varied needs in a hybrid work

Qualifications

• Experience in customer service or administration over the phone.
• Ability to listen, ask the right questions and explain information clearly.
• Judgement to balance accuracy with service needs and priorities.

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, per guidelines and regulatory requirements.
• Listen to customer concerns, escalate complex complaints or risks when appropriate.
• Work with internal teams and external service partners to support consistent, positive customer experiences.
• Identify recurring feedback and emerging trends, sharing insights to improve outcomes and service delivery.

Skills

Phone-based service

Active listening

Clear communication

Attention to detail

Team collaboration

Insurance knowledge (helpful)

Job description

icare is seeking a Contact Services Officer to provide frontline customer support for workers compensation and underwriting services in NSW. This phone-based role focuses on resolving enquiries, explaining documentation and coverage, and coordinating with internal teams to ensure accurate policy decisions and positive outcomes.

The position emphasizes strong listening, clear communication and collaborative work with colleagues, while supporting customers across varied needs in a hybrid work