Policy Support Officer II

About the role

The Policy Support Officer II provides front‑line customer service for an insurance organisation. You will handle inbound calls, answer product and policy queries, resolve billing issues and operate the switchboard to connect callers to the right teams.

Key responsibilities

• Maintain 100% regulatory compliance with relevant laws and industry codes.
• Process calls and emails related to products, processes and policies efficiently.
• Deliver personalised, high‑quality service to internal and external customers.
• Follow scripted guidelines to understand customer intentions and manage premium objections during renewals.
• Provide new quotes for prospective business without harming the brand.
• Answer multiple phone lines and direct callers accurately to minimise wait times.
• Communicate information professionally and in an organised manner.

Required profile

• Relevant work experience, preferably in a call‑centre environment within insurance or banking.
• Experience handling billing inquiries with increasing responsibility.
• Tertiary degree or equivalent combination of education and work experience.
• Ability to remain stationary for extended periods, operate basic office equipment and lift up to 20 lb.

Required skills

• Data entry

What we offer

• Opportunity to work within a global insurance group.
• Occasional travel (5‑10 trips per year).
• Supportive environment with clear ethical guidelines.