Customer Transactions Officer

JOB.TITLE Clerk Grade: 3/4 $87,199 - $95,482 + superannuation and leave loading Employment Type: Full-time, Ongoing Location: Gosford or Sydney (Hybrid opportunity including a combination of office attendance (minimum 2 days per week) and work from home. Arrangements are subject to applicable DCS workplace policies.) We are also seeking to build a talent pool to fill future ongoing and temporary opportunities! About the Team This is an exciting opportunity to join the State Insurance Regulatory Authority (SIRA) within the Customer Support Directorate. The Customer Transactions team delivers digital and specialised customer service support across the Workers Compensation, Compulsory Third Party (CTP) and Home Building Compensation schemes. We are committed to providing high-quality customer experiences while supporting the effective delivery of services across SIRA. Learn more about SIRA at: www.sira.nsw.gov.au As a Customer Transactions Officer, you will: Provide quality customer support through an omni channel service model, including telephony, digital and written channels, undertaking assessment, eligibility confirmation and support activities to help people access scheme and legislative entitlements and achieve positive customer outcomes. Access, process and assess applications accurately in accordance with legislation, policies and procedures. Escalate complex matters with appropriate supporting documentation to enable informed decision-making. Act as a first point of contact, triaging customer enquiries and requests. Maintain accurate records and data to support effective service delivery. Work collaboratively with colleagues to achieve service standards, deadlines and business priorities. Ensure the privacy, confidentiality and integrity of information in all customer interactions and service delivery activities. About You To be successful in this role, you will demonstrate: A strong customer service focus and commitment to delivering positive customer experiences. Clear and professional written and verbal communication skills. The ability to understand and apply legislation, policies and procedures to support sound decision-making. Strong attention to detail and accuracy in processing information and maintaining records. The ability to manage competing priorities in a fast-paced, high-volume environment. Confidence using computer systems and technology, or the ability and willingness to quickly learn new systems and processes. A positive attitude, adaptability and a willingness to learn about NSW insurance schemes, including Workers Compensation, CTP and Home Building Compensation. The ability to work collaboratively as part of a team while contributing to a customer-focused culture. How to Apply Please submit a n up-to-date resume (maximum 5 pages) and a cover letter (maximum 2 pages). In your cover letter, please outline your motivation for applying and highlight the skills, experience and capabilities you would bring to the role. A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities. If you have any questions or wish to find out more about the role, please get in touch with Amy Quinn at [email protected]