Hybrid Policy Support Officer – Underwriting & Service

iCare NSW; Parramatta; Hybrid; AUD 78,000 - 96,000; Full time

Benefits offered by this job

Work-life balance: Flexible and hybrid

Gym subsidies, health checks, EAP

Learning opportunities to grow your技能

Extra leave, health insurance and nov­

Recognition programs and mental health

Job summary

icare provides insurance and care to the people, businesses and communities of NSW. The Policy Support Officer role supports Workers Compensation Underwriting, handling policy and administrative tasks, resolving enquiries, coordinating referrals, and helping deliver customer-focused outcomes in a collaborative team.

Based in Parramatta with a flexible hybrid arrangement, the position offers a fixed-term through 2 April 2027 and salary from $87,199 plus super.

Qualifications

• Experience in workers compensation, insurance or a customer-focused administration environment.
• Ability to assess information and apply sound judgement to resolve enquiries.
• Confident in communicating with customers, stakeholders and internal teams.
• Strong organisational skills to manage competing priorities with accuracy.
• Willingness to work across teams to achieve shared outcomes.
• Ability to identify process improvements to enhance customer experience.
• Must be able to complete required pre-employment checks.

Responsibilities

• Respond to customer and stakeholder enquiries with timely and accurate support.
• Manage referrals from internal and external sources to achieve positive outcomes.
• Draft customer correspondence that is clear and professional.
• Support review and application of customer-focused practices across underwriting workflows.
• Identify trends and improvement opportunities to enhance service delivery.
• Collaborate with underwriting and operational teams to achieve objectives.
• Advocate for customers ensuring concerns are addressed fairly.
• Contribute to customer experience initiatives to strengthen trust in icare.

Skills

Customer service

Policy admin

Underwriting ops

Cross-team collaboration

Issue resolution

Stakeholder comms

Process improvement

Pre-employment checks

Job description

icare provides insurance and care to the people, businesses and communities of NSW. The Policy Support Officer role supports Workers Compensation Underwriting, handling policy and administrative tasks, resolving enquiries, coordinating referrals, and helping deliver customer-focused outcomes in a collaborative team.

Based in Parramatta with a flexible hybrid arrangement, the position offers a fixed-term through 2 April 2027 and salary from $87,199 plus super.