Platform Support Specialist

Department: Administration

Employment Type: Permanent - Full Time

Location: AU - Melbourne

Reporting To: Lauren Hall

Description

Are you customer-focused, digitally savvy, and excited by the future of underwriting?

We are seeking an enthusiastic and proactive Platform Support Specialist to join our Connect Platform team in Melbourne and support CFC's growing digital distribution strategy.

About the role Reporting to the Platform Support Manager , you'll be a core member of CFC's platform team - a critical and fast-growing function responsible for increasing the proportion of business written through online channels.

In this role, you'll support the end-to-end underwriting process on the platform, engage directly with brokers, and play a key role in delivering an exceptional digital broker experience. You'll manage live chat interactions, respond to enquiries, support underwriting referrals, and ensure policies and documentation are issued accurately and efficiently.

Why Join Us?
This is an opportunity to grow your career in a supportive and collaborative environment that values innovation, reliability and continuous improvement. You'll be exposed to a dynamic and evolving area of the business, with challenges and opportunities not typically found in traditional underwriting roles.

Key Responsibilities:

• Respond to broker enquiries in a timely and professional manner
• Deliver first-class broker service through live chat and digital channels
• Manage the platform team inbox and log submissions accurately
• Issue policies, MTAs, renewals, and other underwriting documentation
• Chase outstanding items including subjectivities and renewals
• Handle platform referrals and produce quotations within agreed service standards
• Proactively follow up new business quotations to secure opportunities
• Explain product features, benefits, coverage, and wording with confidence
• Conduct daily risk reviews of broker-generated quotes to support portfolio profitability
• Engage proactively with brokers to gather feedback on the platform
• Support general administrative and ad-hoc tasks as required

About You:

• Strong customer service and communication skills, both written and verbal
• Excellent time management and organisational skills
• Ability to manage competing priorities in a fast-paced environment
• Resilient, adaptable, and solutions-focused
• High attention to detail and accuracy
• Professional, positive, and proactive "can-do" attitude
• Strong sense of accountability and ownership
• Proficiency in Microsoft Office and comfort working with digital platforms
• Experience in insurance, underwriting support, or broker servicing will be well regarded (but not essential)

Why You'll Love Working at CFC:

We are proud winners of Top Insurance Employers 2022, 2023 and 2024 and 5-Star Diversity, Equity & Inclusion awards (Insurance Business Australia). All employees enjoy:

• At CFC, we're committed to your development - enjoy access to a range of company-funded training programs and learning initiatives designed to support your growth and career progression.
• Flexible, hybrid working week;
• Our 'Excellence Program' which encourages and rewards a culture of high-performing individuals and teams;
• 'You Do You Day' - an annual additional leave today to do something that brings you joy;
• Commitment-free social club, with monthly in-office catch ups and quarterly events to get to know your colleagues better;
• Annual end of financial year and end of calendar year events, in addition to social club arrangements;
• Optional annual charity volunteering day, facilitated by us;
• 3 additional personal leave days per year - for whatever you need;
• Flexible public holidays - to celebrate our diversity you can "Swap" 2 public holidays for a more culturally significant day to suit you;
• Apply to work remotely for up to 3 months per year; and
• Access to our Employee Assistance Program.

To be considered, please submit a cover letter clearly outlining how your experience aligns with the criteria listed above, along with your resume.

Applicants must be Australian Citizens or Permanent Residents to be eligible for this role.
Please note that only shortlisted candidates will be contacted.