Accounts Enquiries Consultant

Let's talk about this role

As the Accounts Enquiries Consultant, you will be a trusted advisor within Instacare to assist clients to fulfil their needs and assists them in achieving their life goals.

Your role will be based in one of two areas - escalated/incoming accounts emails in addition to handling accounts phone enquiries. You will gain knowledge around the NDIA, provider portal and develop relationships with participants and providers.

Responsibilities will include:

• Answer external inquiries via Incoming inbox

• Troubleshoot and offer resolutions via Escalated Inbox

• Handle any accounts phone calls and general enquiries when needed

• Assist with plan set up – data entry accuracy

• Support our processing team via Zoom

• Work across multiple areas of Plan Management to support team, learn and develop personal skills and gain experience

• Follow up with external parties to obtain information for accounts

• Foster positive relationships with clients – be their trusted NDIS advisor

Let's talk about you

The successful candidate will have at least 2 years' experience in administrative, customer service or accounts officer role. An understanding of the NDIS and the disability sector would be advantageous.

The role is ideal for someone seeking to leverage their passion for supporting people with disability and working in an inspiring team environment with an open communication culture.  

Furthermore we're looking for:

• Excellent written and verbal communication skills

• Ability to take initiative and make decisions

• Great attention to detail

• Ability to self-manage your work flow and multitask

• Demonstrated experience handling online technology and systems

• A strong track record of success in managing operational functions effectively

We know some people only apply when they meet every requirement. We're always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we'd love to hear from you

Let's talk about nib Thrive 

nib's vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.

nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports more than 39,000 NDIS participants and is on track to reach its goal of supporting at least 50,000 participants by FY25. nib Thrive is currently one of the top three largest plan managers in Australia.

Let's talk about diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles. 

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, please contact us at nibemployment

Let's talk about working at nib

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.

Other benefits to support you at work (and play) include:

• Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance

• The opportunity to give back to the community with nibGive, including paid leave for volunteering for our nib foundation and community partners

• Support your better health – whatever that looks like for you - through our nib Well Program and corporate fitness discounts

• Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits

• Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. 

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.