Policy Specialist

Eml Group; City of Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

Discounts at 350+ retailers

Corporate wellbeing program

Comprehensive learning and development

EAP for employees and families

Company-wide celebration events

Annual incentive scheme

Job summary

EML Group in Melbourne is hiring a Policy Specialist to join our supportive, purpose-driven team on a full-time, permanent basis. This role focuses on managing employer accounts, premiums, and compliance under WorkSafe policies, helping employers understand how premiums are calculated.

If you have customer service experience, clear communication, and strong organisational skills, you will fit well. We offer hybrid work, recognition, and a supportive environment designed to grow with a specialist

Qualifications

• Experience in customer service, contact centre, or debt collection environments.
• Strong communication skills with the ability to explain complex information in a simple, clear way.
• Comfortable discussing payments or sensitive topics and maintaining accuracy.

Responsibilities

• Proactively manage employer accounts, including outstanding premiums, to ensure timely resolution and reduce aged debt.
• Maintain and update employer WorkSafe insurance policy information, including new applications and remuneration changes.
• Support employers in understanding how premiums are calculated and what affects their costs.
• Communicate clearly and professionally with employers to resolve queries and provide guidance.
• Apply relevant legislation and internal processes to ensure compliance across policies and premium collection.
• Work collaboratively with internal teams and ensure communications align with EML’s standards.

Skills

Customer service

Debt collection

Communication skills

Attention to detail

Time management

Systems experience

Job description

An Award-Winning Celebratory Culture That Recognises You

EML is known for its strong culture of appreciation, connection and celebration. Our people benefit from a powerful Reward & Recognition program, with more than 30,000 recognition moments shared in a single year, making our people feel valued and supported.

Flexibility That Supports Your Life

After your probation (subject to performance), you have the flexibility to work from home along with the choice between:

• Monthly rostered days off, or
• A 9-day fortnight

giving you more control over your time and work life balance.

Grow With a Specialist Organisation

Because personal injury is the only thing we do, EML offers one of the most stable and future‑focused careers in the industry. Our deep expertise, purpose‑driven work and development pathways help you build a long‑term career in a field where your skills will always be in demand. EML’s investment in AI-powered technology is designed to reduce admin, giving you more time to focus on making a real difference in people’s lives.

Make a real difference in people's lives with EML

Are you passionate about helping people get their lives back after injury or illness?

As Australia’s largest specialist in personal injury claims management, our sole focus is helping people return to work safely and confidently after a workplace incident.

We’re now welcoming applications for Policy Specialist to join our supportive, purpose‑driven team in Melbourne on a Full time, permanent basis.

This is deeply meaningful work where your empathy, problem‑solving and commitment have a profound impact every single day.

What You’ll Be Doing

• Proactively manage employer accounts, including outstanding premiums, to ensure timely resolution and reduce aged debt
• Maintain and update employer WorkSafe insurance policy information, including new applications, workplace updates and remuneration changes
• Support employers in understanding how premiums are calculated and what impacts their costs
• Communicate clearly and professionally with employers to resolve queries and provide guidance
• Apply relevant legislation and internal processes to ensure compliance across policies and premium collection
• Work collaboratively with internal teams and ensure communication aligns with EML’s standards

What We’re Looking For

It’s ok if you haven’t done this before, what matters most is your commitment to helping others that can make you a great fit for the role. Do you have…

• Experience in customer service, contact centre, or debt collection environments
• Strong communication skills with the ability to explain complex information in a simple, clear way
• Confident managing conversations around payments or sensitive topics
• High attention to detail with strong organisational skills
• Ability to prioritise and manage competing deadlines
• Comfortable working with systems and learning new processes
• Experience within workers compensation, insurance, or a regulated environment is highly regarded
• Understanding of financial concepts or premium calculations is advantageous

Why You’ll Love Being Part of EML

You’ll enjoy a range of benefits designed to support your wellbeing, growth and success:

• Hybrid work options for better balance.
• Fitness Passport providing heavily discounted access to your local gyms, pools and fitness facilities.
• Discounts at 350+ retailers via RewardsHub plus discounts with corporate banking, super and private health insurance partners.
• Corporate wellbeing program, including gym and health insurance discounts.
• Comprehensive learning and development tailored to help you grow.
• More than a traditional Employee Assistance Program, ourEAP provides access to professional medical advice and safety features for our employees and their families
• Company-wide celebration events that keep us connected.
• Annual incentive scheme + regular salary reviews.

Ready to Make an Impact?

If you're looking for a purposeful, people‑focused career with stability, balance and a culture that celebrates you we would love to hear from you.