Risk Service Officer

**A great place to work**

When you join Capricorn, you join a community of people who enjoy coming to work and a company that genuinely invests in their employees. Our culture is one of our most valued assets, so when we recruit, we look for people that not only share our values but are also excited to celebrate our successes. It is our dedication to creating a great place to work, that has resulted in Capricorn being finalists in the AIM Pinnacle Awards for Human Resource Management Excellence for the last two consecutive years.

Making Capricorn a great place to work is our commitment to providing a diverse and inclusive workplace in which everyone is treated fairly and with respect. We recognise diversity and inclusion as one of our most important resources and this is why we are committed to ensuring our work lives fit in with our personal lives. We offer our employees a flexible working environment, paid parental leave in addition to supporting employee's individual circumstances. Other great benefits of working with Capricorn include 'dress for your day' dress code, wellness program, ability to purchase leave, access to a range of discounts, a fantastic reward and recognition program and plenty of social events to keep our team connected.

**Role summary**

This role acts as the Members' first point of contact with Capricorn risk and is responsible for delivering quality front-line service through a well-developed knowledge of our products and services. This role contributes to the business growth objectives of Capricorn risk by providing domestic quotes and completing changes to existing Member protections. Key to the success of this role is providing accurate information to Members and assisting internal stakeholders by providing administrative support.

**Capricorn Mutual Limited (CML) tasks**
- Quote personal protections for Members.
- Generate certificate of currencies for Members.
- Adjust Member protections and endorsements.
- Receive inbound queue calls from risk account managers (RAMs) and Members.
- Process cancellations.
- Process stop-credits/exceptions reports.
- Process protection acceptances for new business and renewals.
- Data entry of new business quotes.
- Calculate outstanding contributions for the claims team.
- Provide contribution breakdowns to Members.
- Process memberships.

**Customer service and administration**
- Ensure the delivery of exceptional customer service internally and externally.
- Managing a busy inbox of conflicting priorities to ensure internal and external customer expectations are met
- Ensure all activities are carried out in compliance with relevant statutory and industry requirements and codes.
- Action all tasks and queries in a timely manner with adherence to compliance requirements and procedures.
- Proactively identify, support, and assist Members who need to make a complaint and manage that complaint in line with the risk division complaints procedures and the RG271 internal dispute resolution requirements.
- Proactively identify opportunities to collaborate with the risk operations team to solve issues.
- Ensure the underwriting team are comprehensively informed of all pertinent information relating to Member quotes and endorsements.
- Collaborate with CSL customer service team to resolve Member queries.
- Assist other team members when required.
- Undertake additional ad-hoc duties at manager's request.

**Knowledge and skills**
- Knowledge of Microsoft office suite.
- Excellent communication skills and creative problem-solving abilities.
- Ability to empathise with Members.
- Excellent time management.
- Ability to re-prioritise tasks throughout the day to meet competing demands.

**Experience**
- Previous experience in a customer service related role.

**Qualifications**
- ASIC RG146 tier 2 qualification (desirable).

**Who are we?**

Capricorn is a member-based organisation proudly operating by cooperative principles to make it easier for our more than 21,000 Members across Australia and New Zealand to run and grow their automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and 24/7 online access to knowledge-based products and services, making our Members 'stronger with Capricorn'.

**The next steps