Policy Support Officer II

About the role

The Policy Support Officer II provides front‑line customer service for insurance products, handling inquiries, policy renewals and billing issues. Working in a busy call centre environment, the role also supports internal teams with administrative tasks and switchboard operations.

Key responsibilities

• Answer inbound calls and emails, delivering personalised service while adhering to scripting guidelines.
• Process policy renewals, manage premium objections and generate new quotes without compromising the brand.
• Operate the switchboard, directing callers to the appropriate departments to minimise wait times.
• Ensure 100% regulatory compliance with relevant laws and industry codes.
• Maintain strong relationships with internal and external stakeholders.
• Support various business areas with administrative duties as required.

Required profile

• Tertiary degree or equivalent combination of education and work experience.
• Relevant experience in a call‑centre environment, preferably within insurance or banking.
• Experience handling billing processes and policy administration.

Required skills

• Data entry