Policy Support & Underwriting Specialist

icare; Parramatta; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Work-life balance

Health and wellbeing

Career development

Employee benefits

Inclusive culture

Job summary

icare is seeking a Policy Support Officer in NSW to support Workers Compensation Underwriting operations and deliver positive experiences for customers and stakeholders. You will handle inquiries, referrals, correspondence, and policy administration while assisting improvements across underwriting workflows.

Join a collaborative team that values continuous improvement, service excellence, and a customer-centric approach, with hybrid working arrangements and opportunities for career development.

Qualifications

• Experience in workers compensation, insurance, financial services or a customer-focused administration environment.
• Experience supporting business operations, policy administration or back-office functions.
• Ability to assess information, identify issues and apply sound judgement to resolve enquiries.
• Confidence communicating clearly with customers, stakeholders and internal teams.
• Strong organisational skills with the ability to manage competing priorities while maintaining accuracy.
• A collaborative approach and willingness to work across teams to achieve shared outcomes.
• An eye for identifying process improvements and opportunities to enhance the customer experience.
• Ability to successfully complete required pre-employment checks.

Responsibilities

• Respond to customer and stakeholder enquiries, delivering timely and accurate support
• Manage referrals from internal and external sources to help achieve positive customer outcomes
• Draft customer correspondence and responses that are clear, professional and customer-focused
• Support the review and application of customer-centric practices across underwriting workflows
• Identify trends, issues and improvement opportunities that enhance service delivery
• Work closely with underwriting and operational teams to achieve shared business objectives
• Advocate for customers by helping ensure concerns are addressed fairly and effectively
• Contribute to customer experience initiatives that improve outcomes and strengthen trust in icare

Skills

Workers comp

Policy administration

Customer service

Analytical thinking

Clear communication

Time management

Collaboration

Process improvement

Job description

icare is seeking a Policy Support Officer in NSW to support Workers Compensation Underwriting operations and deliver positive experiences for customers and stakeholders. You will handle inquiries, referrals, correspondence, and policy administration while assisting improvements across underwriting workflows.

Join a collaborative team that values continuous improvement, service excellence, and a customer-centric approach, with hybrid working arrangements and opportunities for career development.