Job Description
Are you customer-focused, digitally savvy, and excited by the future of underwriting?
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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.
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About the role
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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.
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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.
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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.
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Key Responsibilities
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- Respond to broker enquiries in a timely and professional manner
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- Deliver first-class broker service through live chat and digital channels
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- Manage the platform team inbox and log submissions accurately
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- Issue policies, MTAs, renewals, and other underwriting documentation
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- Chase outstanding items including subjectivities and renewals
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- Handle platform referrals and produce quotations within agreed service standards
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- Proactively follow up new business quotations to secure opportunities
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- Explain product features, benefits, coverage, and wording with confidence
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- Conduct daily risk reviews of broker-generated quotes to support portfolio profitability
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- Engage proactively with brokers to gather feedback on the platform
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- Support general administrative and ad-hoc tasks as required
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About you
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- Strong customer service and communication skills, both written and verbal
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- Excellent time management and organisational skills
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- Ability to manage competing priorities in a fast-paced environment
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- Resilient, adaptable, and solutions-focused
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- High attention to detail and accuracy
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- Professional, positive, and proactive "can-do" attitude
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- Strong sense of accountability and ownership
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- Proficiency in Microsoft Office and comfort working with digital platforms
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- Experience in insurance, underwriting support, or broker servicing will be well regarded (but not essential)
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Why You'll Love Working at CFC
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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:
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- 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.
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- Adaptable, hybrid working week;
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- Our 'Excellence Program' which encourages and rewards a culture of high-performing individuals and teams;
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- 'You Do You Day' – an annual additional leave today to do something that brings you joy;
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- Commitment-free social club, with monthly in-office catch ups and quarterly events to get to know your colleagues better;
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- Annual end of financial year and end of calendar year events, in addition to social club arrangements;
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- Optional annual charity volunteering day, facilitated by us;
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- 3 additional personal leave days per year – for whatever you need;
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- Flexible public holidays – to celebrate our diversity you can "Swap" 2 public holidays for a more culturally significant day to suit you;
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- Apply to work remotely for up to 3 months per year; and
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- Access to our Employee Assistance Program.
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Applicants must be Australian Citizens or Permanent Residents to be eligible for this role.
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Please note that only shortlisted candidates will be contacted.
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📌 Platform Support Specialist (Victoria)
🏢 CFC
📍 Victoria