Insurance Client Service Officer

Purpose of the Role:

Intogreat Solutions
is looking for a detail-driven and client-focused
Client Service Officer
to join our growing General Insurance division. If you're a natural communicator with strong insurance knowledge and a passion for delivering exceptional service, this role is for you.

As a
Client Service Officer
, you'll be the go-to resource for our clients—offering expert guidance, problem-solving in real time, and ensuring a smooth, supportive journey from enquiry to renewal. You'll collaborate across departments to deliver tailored insurance solutions that meet each client's unique needs, all while maintaining compliance and upholding our high service standards.

Job Responsibilities:

• Assisting clients through their journey, whether it be on the spot problem solving or assisting to purchase.

• Take ownership of customer queries and see these through to completion with a focus on first call resolution.

• Retain existing business by applying highly developed communication skills.

• Work in collaboration with others and actively participate in team discussions and activities in a positive and engaging way.

• Process Improvement - actively seek opportunities to enable our processes to be efficient & effective.

• Ensuring all interactions are performed in an efficient & effective manner adhering to the required processes for each transaction type.

• Staff development will require you to assist in staff training &/or mentoring where appropriate.

• Provide superior customer service in all interactions with existing & prospective clients.

• Maintaining up-to-date product, policy and process knowledge.

• Understand and work in accordance to all compliance, legislative and regulatory requirements.

Administration

• Manage and action the Sales Transaction, Manual Renewals and Debtor Lists ensuring it is completed in alignments with compliance requirements

• Work in collaboration with the Finance department to ensure the smooth reconciliation of accounts and payment allocations for the Online Division

• Run and action monthly reporting for various business functions, including Compliance, Finance, Products and Marketing

• Liaise with stakeholders to ensure the successful completion of the monthly Bordeaux

New Business

• Review online application forms, making sure application form has been submitted correctly with accurate information.

• Process manual applications onto online systems implementing a high attention to detail and completing within company turnaround time frames. Identifying any business risks that may not have been considered by the client.

• Maintain strong insurer relationships for the handling of terms and delivery of endorsed policies.

• Development of future opportunities through interaction with new and existing clients, actively seeking opportunities for new business.

Renewals

• Review online application forms, making sure application form has been submitted correctly with accurate information.

• Process manual applications onto online systems implementing a high attention to detail and completing within company turnaround time frames. identifying any business changes that may come with additional business risks for consideration.

• Keeping ahead of renewal pipeline clients followed up and actioned appropriately.

• Maintain strong insurer relationships for the handling of terms and delivery of updated policies.

• Retain existing business by providing a superior customer service - ensuring each interaction with clients is a positive experience.

Enquiries

• Effectively, efficiently, and compliantly process online and manual enquiries of the below nature:

• System enquiries

• Policy enquiries

• Quotes

• Complaints

• Claims

• Requests to make changes to current policies

Requirements:

What We're Looking For:

• At least 2 years overall General Insurance experience with at least 1 year Australian experience

• Must have superior phone manner and excellent communicate skills

• Ability to do multi-task as the job entails calls and emails to measure productivity

• Articulate possible solutions to provide above the line customer service

• Experience with ZohoDesk is a nice to have only

• Experience with Professional indemnity line is only preferred

Benefits:

Why IntoGREAT?

• Competitive Compensation Package: An attractive salary and comprehensive benefits aligned with market standards.
• Work-Life Balance Support: Paid time off, wellness programs, and initiatives designed to enhance employees' work-life balance and personal productivity.
• Career Growth and Development: Opportunities for training and development to help employees advance their skills and grow within the company.
• Supportive Leadership: A collaborative environment with leaders who provide guidance, mentorship, and recognition to empower employees in their roles

Ready to Shape the Future?

Step into a role where your skills will fuel growth, inspire change, and create a lasting impact. We're eager to see how you can make a difference with us