Policy Outcomes Advisor

**Sydney CBD**
- **Full time - Permanent Opportunity as a Policy Outcomes Advisor with icare**:

- **Hybrid working environment, office in Sydney CBD**:

- **Offering starting salary of $110,266**

**About the Role**

The role entails responding to and resolving premium disputes and escalated complaints from employers, within the legislative confines and premium guidelines. You will also review the trends that have led to poor customer experience to support and enhance the service reputation of icare consistent with our values.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

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

- Analyse Employer performance relative to the Scheme to ensure premium adequacy and accuracy is reflected in premium analysis for the purposes of conducting a premium appeal.
- Liaise and communicate with a range of internal and external stakeholders to support improved understanding of decisions reached, reflecting & supporting the Market Practice Premium Guidelines (MPPG).
- Prepare and collate data from a range of sources to provide the basis for Premium Variance recommendations with the formal appeals process.
- Develop and maintain strong working relationships with other areas of the business to appropriately share information to support continuous improvement.
- Review the cause of complaints via formal Root Cause Analysis process to determine causation. Findings to be used for business learning and improvement.
- Offer guidance & support to other complaint handlers within WC Underwriting in the resolution of customer disputes
- Receive, address and resolve complaints about poor customer experience and de-escalate disputes raised by employers regarding the calculation and determination of workers insurance premiums.
- Support the review of customer resolution processes and policies to ensure alignment and compliance with the business plan.
- Receive, identify, coordinate and/or resolve referrals which may come from a range of sources including: from within icare and from external sources.
- Investigate and respond to Ministerial and other sensitive matters to ensure they are effectively and promptly handled
- Draft responses on a range of customer resolution matters to protect and enhance the reputation of icare and to provide outstanding experiences for icare’s customers.
- Advocate for the customer to ensure their issues and complaints are responded to and addressed.
- Participate in customer experience programs that contribute to the delivery of improved outcomes for employers in workers insurance.
- Partner with other icare streams to support the achievement of business objectives.
- Identify and report on trends and opportunities to improve customer experience and to enhance the service of icare.

**Skills & Experience**
- Experience in workers compensation and/or customer service, preferably in the financial services or insurance industry or within a leader-type role dealing with escalation of matters.
- Prior involvement or experience in delivering results or feedback to the business, leading to improvement outcomes for the ultimate benefit of the operation and/or customer.
- Prior experience in an insurance underwriting environment would be favourable.
- Prior experience and/or knowledge of Work Health & Safety policies and interpretations would be beneficial
- Exceptional written & verbal communication skills
- Exceptional critical thinking skills, and ability to methodically analyse complex matters, including root cause analysis

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

**About the Company**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve. 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.
- For more information about icare visit our website
- **icare operates a direct sourcing model so no agency introductions will be accepted**:

- We are a Circle Back Initiative Employer - we commit to respond to every applicant
- A talent pool may be created through this recruitment process.