Policy Support Officer

About the role

The Policy Support Officer provides front‑line customer service via email, handling inquiries from customers, underwriters and agencies about products, processes and policies. The role also manages work allocation, monitors transaction flows and ensures compliance with internal and external regulations.

Key responsibilities

• Respond to email inquiries from customers, underwriters and agencies regarding product, process and policy matters.
• Allocate work, monitor and report on new business inflow, renewals, cancellations and endorsements.
• Ensure policies are followed, escalating issues when necessary and complying with legislation, industry codes and company procedures.
• Maintain strong relationships with stakeholders and cooperate with other functions to resolve queries.
• Process all related transactions and emails, generate required reports, and assess document completeness.
• Enter and update data in systems while adhering to established guidelines.
• Perform moderately complex clerical, administrative and general office duties.

Required profile

• Bachelor's degree or equivalent combination of education and work experience.
• 0–1 year of relevant experience.
• Strong verbal and written communication skills.
• Customer‑service orientation with attention to detail.
• Ability to multitask, solve problems and conduct analytical research.

Required skills

• Proficiency with Microsoft Office tools.