Policy Support Officer

1 month ago

Parramatta, Australia iCare External Full time

**Deliver Workers Compensation underwriting solutions across a range of workflow activities & work with the underwriting front line teams to enhance the customer experience.**
- Bring your underwriting in Works Comp experience to icare
- Fixed Term role until 21/11/2025 - Full time position, Parramatta location
- Hybrid working environment, salary from $82,000 plus Super

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

We insure over 329,000 NSW businesses and 202 NSW Government agencies. We protect around 90 per cent of public and private sector workers in NSW - that's approximately 3.2 million people. icare is a trusted risk advisor to the NSW Government, protecting over $266.6 billion of the state's most iconic assets, including the Sydney Opera House and the Sydney Harbour Bridge.

**The opportunity**:
Deliver workers compensation - underwriting solutions across a broad portfolio of workflow activities and partnering with the workers compensation - underwriting front line teams to enhance the customer experience and to build and develop the customer centric reputation of icare consistent with our values and principles.

It’s an exciting time at icare where no two days are the same; as a **Policy Support Officer** you will:

- Receive, respond and resolve enquiries and address a range of other matters raised by customers to support the provision of a high standard of customer service.
- Support the review of customer centric principles to ensure alignment and compliance with the business plan.
- Respond to issues associated with emerging trends to ensure that any areas of concern in customer centricity are effectively addressed.
- Identify and report on trends and opportunities to improve customer experience and to enhance the service that icare deliver.
- Draft responses on a range of customer response matters to protect and enhance the reputation of icare and to provide outstanding experiences for icare’s customers.

**Your story so far**:

- Experience in workers compensation and customer service, preferably in the financial services or insurance industry.
- Underwriting and/or insurance experience - highly regarded
- Proficient in the genesis system - highly valuable
- Adaptive to change and high-volume transactions
- Customer service experience - frontline
- Strong written and verbal communication skills

**What we offer**:
We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach.

icare provides career opportunities and great employee benefits, including:

- Flexible working arrangements to help you balance work and life
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- Comprehensive learning and development support
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program
- icare day - access to an extra day’s leave
- 17.5% annual leave loading (award roles only)
- icare is the brand of Insurance & Care NSW
- For more information about icare visit our **Website**:

- icare operates a direct sourcing model so no agency introductions will be accepted
- We are a 2022 Circle Back Initiative Employer - we commit to respond to every applicant
- A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles.

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