We’re recruiting on behalf of a well-established ASX listed financial services organisation for a Service Plus Consultant to join their high-performing life insurance operations team.

This is a senior contact centre-based role that blends customer service, case management, campaign support, and stakeholder engagement. You'll be the first point of contact for complex enquiries and escalation cases, working across multiple channels.

RESPONSIBILITIES

• Provide general advice and act as a subject matter expert across all life insurance product types (open and closed)
• Manage high-priority adviser requests with 24-hour turnaround
• Handle complex queries and cancellations at first point of contact
• Execute retention and growth campaigns (e.g. lapse, welcome calls, quote increases/decreases)
• Support new client onboarding and adviser engagement initiatives
• Liaise with internal teams including underwriting, claims, and new business
• Maintain up-to-date knowledge of life insurance legislation and industry standards
• Manage data integrity and policy changes (e.g. dishonours, name changes)

REQUIREMENTS

• Experience in life insurance, retention, or contact centre environments (min. 3 years)
• Outbound campaign experience and case management skills
• Strong customer focus and ability to provide informed advice
• RG146 certification (or commitment to obtain within 6 months)
• Proficiency in Microsoft Office and ability to interpret data/analytics
• Strong written and verbal communication skills
• Ability to make sound decisions and manage ambiguity
• Operational experience in an omni-channel service model
• The ability to work collaboratively and handle conflicting priorities
• High levels of discretion and professional judgment
• A proactive, solutions-focused mindset

Please reach out to Holly at Talent Connect or apply directly if this role is of interest.

(02) 8028 0165
[email protected]