Customer Transactions Officer

Team 3Thirty; Sydney; Hybrid; AUD 87,000 - 95,000; Full time

Job summary

The State Insurance Regulatory Authority invites applications for a Customer Transactions Officer based in Gosford or Sydney. This ongoing full-time role supports customers across Workers Compensation, CTP and Home Building Compensation schemes, with hybrid arrangements and at least two office days per week.

You will handle inquiries, process applications, check eligibility and maintain accurate records, helping customers understand entitlements while protecting sensitive information.

Qualifications

• Customer service experience handling inquiries via phone, digital, or written channels.
• Ability to apply legislation, policies and procedures to assess applications.
• Attention to accuracy in processing and record keeping, including confidentiality.
• Ability to triage high-volume workloads and meet deadlines.
• Willingness to learn NSW insurance schemes and related processes.

Responsibilities

• Support customers across Workers Compensation, CTP and Home Building Compensation schemes.
• Handle enquiries with application processing, eligibility checks and accurate records.
• Explain entitlements to customers and assist with understanding next steps.
• Maintain complete, confidential records and document escalations for colleagues.

Skills

Customer service

Clear communication

Record keeping

Accuracy

Time management

Teamwork

Job description

The Customer Transactions Officer at the State Insurance Regulatory Authority supports customers across Workers Compensation, Compulsory Third Party and Home Building Compensation schemes. The role combines enquiries with application processing, eligibility checks and accurate records, helping people understand and access scheme entitlements. The ongoing full-time position can be based in Gosford or Sydney, with hybrid arrangements that include at least two office days each week.

Organisation State Insurance Regulatory Authority, Department of Customer Service

Location Gosford or Sydney, hybrid with a minimum of 2 office days per week, subject to DCS workplace policies

Employment Ongoing full-time

Remuneration Clerk Grade 3/4, $87,199 to $95,482 per annum plus superannuation and leave loading

Role conditions and eligibility

• Hybrid arrangements include a minimum of 2 days per week in the Gosford or Sydney office, subject to DCS workplace policies.

Candidate requirements and evidence

Customer service and clear professional communication Describe a customer enquiry you handled through phone, digital or written channels. Explain how you clarified the need, provided an understandable response and checked that the person knew the next step.

Application of legislation, policies and procedures Show how you used a rule or procedure to assess an application, confirm eligibility or make a sound recommendation. Include how you checked the relevant information and explained the outcome to the customer.

Accuracy in processing and record keeping Explain your approach to checking application details and maintaining a complete record. Include how you protected confidential information and made the record useful for a colleague or decision maker.

Competing priorities in a high-volume environment Give an example of balancing new enquiries, processing work and time-sensitive matters. Identify how you triaged the workload, monitored outstanding actions and maintained accuracy under pressure.

Technology confidence and learning new systems Name a system or process you learned and explain how you became reliable in using it. A useful example shows how you applied training, checked your work and used the system to support customer outcomes.

Adaptability and willingness to learn NSW insurance schemes Explain how you have learned complex service rules or technical information in a previous role. Connect that learning method to the Workers Compensation, CTP and Home Building Compensation schemes without overstating knowledge you have yet to develop.

Teamwork and contribution to a customer-focused culture Describe how you worked with colleagues to meet a service deadline, resolve a difficult enquiry or share useful knowledge. Include how you documented an escalation so the next person could make an informed decision.