Risk Service Officer - Hiring Fast

Who are we?

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

A great place to work

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses – not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked! And here’s our commitments to you:

• Provide a diverse and inclusive workplace – because we know how important it is for everyone to be treated fairly and with respect.
• Give you flexibility – it’s important to recognise we are all unique and need to create work life balance.
• Offer paid parental leave – that supports both parent’s leave and their transition back to work.
• Create a fun environment – our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.

The role and what we are looking for

This role acts as the Members’ first point of contact with Capricorn risk and is responsible for delivering quality front-line service through a well-developed knowledge of our products and services. This role contributes to the business growth objectives of Capricorn risk by providing domestic quotes and completing changes to existing Member protections. Key to the success of this role is providing accurate information to Members and assisting internal stakeholders by providing administrative support.

Capricorn Mutual Limited (CML) tasks

• Quote personal protections for Members.
• Generate certificate of currencies for Members.
• Adjust Member protections and endorsements.
• Receive inbound queue calls from risk account managers (RAMs) and Members.
• Process cancellations.
• Process stop-credits/exceptions reports.
• Process protection acceptances for new business and renewals.
• Email quotes and schedules of protections.
• Data entry of new business quotes.
• Calculate outstanding contributions for the claims team.
• Provide contribution breakdowns to Members.
• Process memberships.

Customer service and administration

• Ensure the delivery of exceptional customer service internally and externally.
• Managing a busy inbox of conflicting priorities to ensure internal and external customer expectations are met
• Ensure all activities are carried out in compliance with relevant statutory and industry requirements and codes.
• Action all tasks and queries in a timely manner with adherence to compliance requirements and procedures.
• Proactively identify, support, and assist Members who need to make a complaint and manage that complaint in line with the risk division complaints procedures and the RG271 internal dispute resolution requirements.
• Proactively identify opportunities to collaborate with the risk operations team to solve issues.
• Ensure the underwriting team are comprehensively informed of all pertinent information relating to Member quotes and endorsements.
• Collaborate with CSL customer service team to resolve Member queries.
• Assist other team members when required.
• Undertake additional ad-hoc duties at manager’s request.

What will you bring?

• Knowledge of Microsoft office suite.
• Excellent communication skills and creative problem-solving abilities.
• Ability to empathise with Members.
• Excellent time management.
• Ability to re-prioritise tasks throughout the day to meet competing demands.

Experience

• Previous experience in a customer service related role.

Qualifications

• ASIC RG146 tier 2 qualification (desirable).

Who are we?

Capricorn is a member-based organisation proudly operating by cooperative principles to make it easier for our more than 21,000 Members across Australia and New Zealand to run and grow their automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and 24/7 online access to knowledge-based products and services, making our Members ‘stronger with Capricorn’.

The next steps

If you think you are the right person for this role and you believe your values align with Capricorn’s, then please apply now. Applications will be reviewed as they arrive, so it is better to apply sooner rather than later. 

For further information and detail on Capricorn, please visit our website at www.capricorn.coop/careers.