Customer Service Officer (Melbourne)

About Us

Proplab is the Property Collaboration – a cohesive, team-based environment with a passion to provide the best specialty property insurance. We have a diverse and inclusive workplace culture and strongly believe that the key to our success is our people – hence why we are committed to support internal growth and development. Proplab is the umbrella brand that houses two dynamic entities within the insurance industry:

• SGUA - an ASIC-licensed underwriting agent specialising in risk management for full-time rental properties and short-term holiday homes/units. This brand distributes solely to insurance brokers across Australia.
• Property Insurance Plus (PIP) - established in 2009, provides cost-effective insurance protection for investors in the landlord insurance and real estate sectors. This brand distributes to real estate agents and the direct consumer.
  
  

As we continue our journey of growth, Proplab offers an exciting opportunity for a passionate Underwriter to join the team Based in Perth!

About The Job

In this role you will serve as the first point of contact for our direct and property management clients assisting with enquiries, coordinating & finalising their insurance needs and ensuring a seamless customer experience.

Key Objectives

A Customer Service officer is required to perform the following tasks:

• To be first line of contact for Clients, answering calls promptly in a courteous and informative manner with referral if outside of your Authority or knowledge base.
• Perform sound risk assessments in accordance with the company Underwriting Guidelines and within your delegated authority
• Respond to emails in a timely and efficient manner in a courteous and informative manner
• All required actions, including emails & phone calls to be properly documented in the customer policy file
• Ensure work is accurate and underwriting disciplines and procedures are being followed
• Continue to develop your system and policies knowledge, ensuring adherence to internal processes and guidelines
• Effective and efficient use of company systems and software
• Ensure daily tasks are processed in a timely manner to meet key business targets
• Maintain an active and effective diary system ensuring all tasks are actioned and followed up within time limits imposed by the General Insurance Code of Practice
• Identifying and reporting on ideas that result in the efficient use of systems
• Recognise & report any issues that you may identify to your Team Leader or National Customer Service Manager
• Ad-Hoc duties from time to time as requested
  
  

Key Responsibilities

• Be an integral part of the customer service experience.
• Evaluating insurance applications
• Assisting in determining coverage terms and conditions based on underwriting guidelines and company policies
• Strong attention to detail, accuracy and reliability handing data and information
• Identify and escalate opportunities for continuous improvement in processes
  
  

About You

An Ideal Candidate will have:

• At least 2 years’ experience in a Customer Service role
• High level attention to detail, with the ability to prioritise & multi-task
• Prior insurance experience with Tier 2 certificate highly regarded
• Proactive attitude and willingness to learn
• Ability to meet service levels and individual KPI’s
• Decision making skills and ability to problem solve
• Sound knowledge of Microsoft Office suite
• Self-motivated and a team player
• Can-do attitude
  
  

Why Us?

Benefits

We value our team and strive to provide a comprehensive range of benefits and opportunities to support your personal and professional growth. Here's what you can expect when you join us:

• Competitive remuneration + an annual incentive program.
• A truly hybrid working model.
• A collaborative, supportive, and innovative team.
• Paid volunteer leave, birthday leave, and parental leave.
• Access to discounted insurance products.
• Employee Assistance Program.
  
  

If you’re ready to embark on an exciting journey with Proplab, where you’ll be part of a thriving team and contribute to our success story, we invite you to apply today!