Overview
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Insurance Agent and Partner of Elders Insurance Narrogin
As the first point of contact for clients and visitors, the Customer Service Representative plays a crucial role in providing exceptional service and ensuring smooth operations. Your friendly demeanor, effective communication skills, and attention to detail will contribute to creating a positive and welcoming atmosphere for all stakeholders. This position provides administrative support to the broader Agency. You will support a client and results focused culture within the business, be responsive to client needs and deliver superior service to clients and others within the office team.
Primary Responsibilities
Customer Focus
Consistently provide excellent customer service and develop relationships by listening, anticipating, and providing solutions within appropriate level of authority
Greet and welcome clients, visitors, and employees in a professional and courteous manner
Manage incoming calls, directing them to appropriate personnel or departments and taking accurate messages
Maintain a neat and organized reception area, ensuring it reflects a professional image of the company
Direct clients to the appropriate team member, based on their needs
Maintain a high level of client satisfaction by promptly and effectively addressing general inquiries and concerns
Appropriately escalate client enquiries and complaints within required organisational and regulatory timeframes
Conduct Social-Media posting for the Agency in line with applicable company policies and guidelines
Policy, Process and Procedures
Manage and maintain the appointment calendar for Insurance Agents, ensuring efficient use of their time
Confirm appointments with clients, send reminders, and reschedule appointments when necessary
Communicate effectively with colleagues to ensure smooth information flow and provide necessary support
Collaborate with other administrative staff to streamline office operations and enhance the client experience
Support internal office processes including mail distribution, word processing, messaging systems, stationery and other administration when time allows
Complete daily banking, receipting, and filing
Proactively use available tools and reports to minimize outstanding debtors, contact clients to follow-up outstanding payments, and escalate when necessary
Help coordinate office maintenance ensuring a safe, clean, and comfortable office workplace at all times
Ensure compliance with all applicable insurance guidelines, regulations, company policies and operating procedures
Continuously strive to help the Agency achieve high levels of regulatory compliance resulting in satisfactory Quality Assurance reviews
General Duties and Responsibilities
Compliance with Code of Conduct, values, policies and procedures, directives, and communications
All Occupational Health and Safety regulations within the workplace including reporting hazards, incidents and near misses; taking care of your own health and safety and the health and safety of others
Participation in quality improvement activities across the organisation
Fire and emergency policy and procedures
Direction about any work-related spend within delegated authority
All client contact recorded in Salesforce
Annual Continuing Professional Development (CPD) requirements
Qualifications and Experience
Police/ASIC clearance (or ability to obtain)
Previous experience in a client facing or administrative role
ANZIIF Foundation Certificate in Insurance
Competencies and Skills
Proficient in all Microsoft Office Products and with a high level of general computer skills
Flexibility, a can-do attitude, and willingness to learn
Excellent attention to detail and organisational skills
Excellent phone etiquette with clear speech, active listening, and the ability to handle calls professionally
Global Disclaimer
The duties listed in this position description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties.
For more information, please contact Ryan or Shawn on
E-mailed applications including a covering letter and CV should be emailed to:
Seniority level
Entry level
Employment type
Full-time
Industries
Insurance
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📌 Insurance Sales Support Officer
🏢 Elders Insurance
📍 Narrogin