Platform Support Specialist
Department: Cyber
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.
Working in a multi-disciplinary environment where underwriting and technology come together, 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
Skills, Knowledge & Expertise
- 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)
