Position Description –Trainee Underwriter
Title: Trainee Underwriter
Department: Policy
Date: May 2014
Reporting to: Underwriting Manager
Position Purpose:
The role of the Trainee Underwriter is to provide support to the policy team in managing Workers’ Compensation policies in line WorkCover
financial objectives for the business.
The position requires that the incumbent remain positive and resilient when faced with challenges and demonstrate professionalism at all times.
Position dimensions:
Skills & experience selection criteria:
Core Skills

Work management; time management, organisational skills and attention to detail

Negotiation and influencing - including conflict resolution

Customer service

Relationship building

Resilience and perseverance - ability to work in a high pressure environment

Continuous improvement and initiative - able to deal with and drive change

Communication - Ability to use language effectively and demonstrate clear, articulate and
succinct information in writing and verbally

Problem solving and decision making

Teamwork
Knowledge and Experience
 Computer skills, Microsoft Office & Outlook
 Customer service experience with a focus on customer satisfaction
 Working Knowledge of insurance products
Key internal / external interactions:
Challenges:

Operations Manager

Conflicting priorities

Underwriting Manager

Managing difficult customers

Underwriters

Credit Officers

Repetitive nature of work

Policy Service Officers

Volume of Work (peak periods)

Claims Officers


Service Team
Communication with wide range of people, including people
of non-English background

Quality and Compliance team

Technology Officers

Workers and their representatives

Employers / Brokers

WorkCover
Key accountabilities
Key activities
Underwriting Assistance

Administration Support to Underwriters and Senior Underwriters in
the capacity of providing assistance on Underwriting portfolios

Underwriting all new and existing classes of business within set
Underwriting Guidelines, Authority levels and Service standards

Make soundly based decisions – refer to relevant legislative
material

Assess and process Premium Renewals, Adjustments, New Business,
Cancellations and General mail in accordance with prescribed
WorkCover timeframes.
Measurement

MSS1 monthly quality audit

File noting

Achieve and maintain 97%
compliance in MSS1 –
Correct Premium Calculation

Accuracy

Timeliness

Files kept according to file
management protocols
Phone Management
Customer service

Calculate premium and underwriter policies in accordance with
Underwriting guide and IPO

Communication with team members and peers as required to
meet team objectives

Manage / Issue Certificate of Currencies & Credit Requests within
48 hours

Effective debt collection practices - Assist Credit where
applicable for MSS2 – Premium Collection

Filing according to file management protocols

Handle phone, fax, email and face to face enquiries for existing
business

Customer Service

Time management

Contribution to team target of 95% of incoming calls answered
daily

Manager feedback

Respond to personal line voicemails daily

Respond to Underwriting general voicemails daily

Demonstrate a commitment to customer satisfaction in every
action and decision for both internal and external customers


Continually searching for ways to improve service and display an
overriding commitment to customer satisfaction
Internal and external
customer satisfaction
(complaint / praise)

Internal and external
customer satisfaction

Manager feedback

Provide solution-focussed advice to client base

Nurture existing and potential relationships

Actively seek opportunities to contribute to positive outcomes for
stakeholders

Demonstrate a commitment to customer satisfaction with regards
to internal and external customers in all activities
Process improvement

Develop and implement process improvements when required

Capacity to be proactive in approach and identify risks
Policy Handling Principles

Values

Health and Safety
Other Activities

Manager feedback
Demonstrate Policy Handling Principles in all aspects of the role:
Engagement of stakeholders, Timely, Evidence based decisions,
Accountability and Employer centred approach.

Manager feedback
Demonstrate a commitment to and understanding of the
Xchanging values: Customer Focus, Innovation, Speed and
Efficiency, People, Excellence and Integrity

Values nominations

Manager feedback

Promote positive culture within the team and work collaboratively
with other Xchanging teams

Demonstrate a commitment to and understanding of the safety
needs at all times

WHS issues raised and
addressed

Be familiar with WHS policies and where to find procedures

Manager feedback

Attend and complete all WHS training annually

Other activities as directed reasonably by manager

Manager feedback