Risk Services Team Leader

**A great place to work**

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses - not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

- **Provide a diverse and inclusive workplace **- because we know how important it is for everyone to be treated fairly and with respect.
- ** Give you flexibility** - it's important to recognise we are all unique and need to create work life balance including some work from home arrangements.
- ** Offer paid parental leave **- that supports both parent's leave and their transition back to work.
- ** Create a fun environment **- our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
- ** Work perks **- that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

**The role and what we are looking for**

Reporting to the Underwriting Manager, the Risk Services Team Leader is responsible for ensuring that all Member requests and related queries are dealt with efficiently and in a timely manner while adhering to compliance requirements and procedures. This position plays a key role in meeting the growth objectives of Capricorn Risk Services by supporting and driving the team specifically with sales support functions, direct Member support and providing documentation in a timely manner. Key responsibilities of the role include:

- Support and lead a small team with managing and administering Household, Private Motor and Commercial business, with a particular emphasis on profitable growth and strong business retention activities.
- Monitor workloads within the Risk Services Team to ensure all enquiries from Members, Risk Account Managers, and internal customers, are responded to in a timely manner.
- Ensure all new business, renewal and policy endorsements are processed within set timeframes, delivering on our commitment of providing exceptional service to our Members.
- Be an escalation point of contact for all complaints received within the Risk Services team with a view to resolving complaints without escalation to the formal internal complaints arena.
- Ensure all activities are carried out in compliance with relevant statutory and industry requirements.
- Ensure compliance with the risk division complaints procedures and RG271 internal dispute resolution is adhered to by yourself, your team, and the business.
- Maintain regular contact with Sales and Underwriting teams while building strong working relationships.
- Gather and update underwriting information from Members and assist the Risk Account Managers with Member requests as required.
- Ensure the issuance of protection renewal documents, invoices and the collection of contributions are actioned in accordance with agreed objectives.
- Provide regular training and support to your team ensuring strong performance and engagement levels.
- Assist the Underwriting Manager to identify, develop, and implement procedural improvements to benefit the team.
- Technical Insurance/Broking skills in accordance with Tier 1 RG 146 requirements including:

- Excellent communication skills and creative problem-solving abilities.
- Ability to manage numerous tasks within set timeframes to meet deadlines.
- Insurance products
- Legislative obligations
- Claims processes and claims broking
- Literacy in technology and systems in current use in the Insurance industry.
- Ability to share information where appropriate, work within a team and positively contribute to the team environment.
- Five years' experience in a customer service team leader / supervisory related role.
- Previous leadership with outbound requirements.
- Certificate III or Certificate IV in Insurance Broking (mandatory)

**Who are we?**

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

**The next steps