Policy Support Officer

• Accurate and timely processing of policy administration tasks within Consumer and Niche Insurance brands.
• Develop relationships with internal and external customers, provide support to the partnered teams to ensure accurate and timely processing of activities within agreed SLAs.
• Monitoring and actioning the centralised mailboxes or workflow systems, and internal phone queue.
• Make decisions, interpret data and process and resolve issues within delegated authority.
• Action and process exceptions from our extended offshore teams and ensure that work flows through to correct next step for our customers.
• Maintain knowledge across processes, systems, and guidelines.
• Adhere to all compliance requirements and complete all compliance training.
• Deliver outstanding customer service within required service level agreements.
• Support a collaborative work environment to achieve team and department goals.

• Demonstrated experience and high performance in

• Attention to detail - accurately checking and processing tasks and showing concern for all aspects of the role
• Change management - ability to recognise, understand and support need for change and anticipated impact on both the team and self
• Communication Skills - ability to convey and explain information, coherently and confidently both oral and written
• Computer Skills - Proficient keyboard skills and knowledge in Microsoft Office applications
• Customer Service - committed to increasing customer experience and delivering high quality solutions within required timeframes
• Cultural Sensitivity - understand the cultural differences when working with the offshore business partners
• Decisiveness - ability to make effective decisions in a timely manner
• Planning and organisation skills - establishing a process to complete tasks (either personal or for others) and allocating appropriate resources in achievement of same
• Problem solving - ability to quickly grasp information and/or seek out information, break down problems and situations into simple lists of components, options, or alternatives
• Rapport Building - use interpersonal style to establish and develop relationships
• Proficient in using the protect system to support day-to-day work activities

Suncorp