About You

Are you an exceptional customer service and administration expert who loves what you do and is passionate about best practice?

Do you enjoy working with a dynamic team, using your analytical skills to solve problems and drive business forward?

Most importantly, if you like to be rewarded for your hard work – then this position is for you!

iExtend is proud to offer an environment where you will thrive, grow and be challenged in your career.

About Us

iExtend offers a new and unique alternative for life insurance policy owners considering cancelling or reducing their cover. For various personal reasons, policy owners who have invested in life insurance over many years may decide to end their coverage.

To support advisers and their clients, iExtend provides a co-ownership model for life insurance policies, enabling policy owners to cease premium payments while retaining a portion of the claim benefits. Under this model, iExtend assumes responsibility for all future premiums on the co-owned life cover and shares the claim proceeds with the beneficiaries, or estate. The proportion of shared claim proceeds is pre-agreed and depends on the duration of the Co-Ownership Arrangement.

Our mission is to help Australians preserve the value of their Life insurance asset.

The Role

Due to company growth, we are seeking an enthusiastic Customer Service and Administration Consultant to join our team.

Based in our George Street Sydney office, reporting directly to the Chief Operating Officer, this role involves managing key administrative tasks, customer and stakeholder communications, and end-to-end policy onboarding & renewal process.

As the first point of contact, you will play a critical role in ensuring the smooth onboarding of life insurance policies by maintaining data accuracy in a timely manner while delivering an exceptional customer service experience.

What you will do:

Life Insurance Policy Onboarding and Management: Manage end-to-end onboarding process of life insurance co-ownership agreements, including liaising with financial advisors, policy owners, custodian and insurers.

Documentation Preparation and Submission: Prepare application and change of ownership documentation.

Transfer of Ownership: Consult with all stakeholders, including financial advisers, policy owners, custodians, and insurers, to manage the seamless transfer of life insurance policy ownership.

Customer Experience: Provide exceptional service to policy owners and financial advisers, ensuring a seamless onboarding experience and addressing any feedback or issues promptly.

Operational Excellence: Set a high standard for operational quality by striving to exceed regulatory, quality, and SLA benchmarks.

Data Analytical Ability and Attention to Detail: Support the Chief Operating Officer through continuous data monitoring and analysis. Provide feedback and contribute to improvements in business processes and outcomes.

Policy Renewals: Liaise with all stakeholders regarding policy statuses and renewal requirements. Process and communicate with policyholders and advisers regarding renewals.

Skills & Experience:

Minimum 2 years’ experience in similar customer service role, in life insurance services, previous life insurance premium service role would be highly regarded.

Proficiency in Salesforce and MS Office applications.

RG146 Certificate (Life Insurance) would be beneficial. Willingness to obtain RG146 Certificate during onboarding process is essential.

A keen interest in operational analysis and high numeracy skills are highly regarded.

Exceptional time management, attention to detail, problem-solving and communication skills.

A customer-centric mindset with a passion for providing excellent service.

Proven experience in working and collaborating with a multi-disciplinary team.

Benefits

Highly competitive Salary from $85K- $100K (plus Super + Bonus)

Be a part of a dynamic team in an emerging industry

Use your analytical skills to help drive the business forward

An excellent opportunity for career progression

Ongoing support, coaching and development