• Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims • Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake. • Align team with client and customer expectations of the claims process • Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team • Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory requirements, and industry standards. • Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering, to streamline processes • Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape • Ensure compliance with relevant guidelines and protocols • Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture.

Role Description We are seeking a motivated Customer Services Officer to join our Customer Service and Records Team. In this position, you will assist with the overall operation of the Shire of Wyndham East Kimberley Kununurra Administration Office through the provision of efficient and effective customer service and records management functions. - Being the first point of contact for customer enquiries; - Processing and receipting of monies, reconciling daily takings to cash receipting reports and preparing and processing daily banking; - Providing efficient and effective records management service delivery, by managing incoming correspondence, both paper and digital; - Assisting with ensuring that the records management system is managed, maintained and accessible in accordance with legislative obligations; - Assisting with the provision of quality / timely research and information retrieval services; - Assisting with undertaking the appropriate research, correspondence and actions associated with Freedom of Information requests ensuring compliance with the Freedom of Information Act 1992, and other legislation such as the Local Government Act 1995; Qualifications - Certificate IV in Business Administration; - Current unrestricted WA “C” Class Driver’s Licence; - Demonstrated customer service skills; - Developed written and verbal communication skills; - Developed time management skills; - Proven experience in the use of Microsoft Office products. Requirements - Successful applicants will be required to provide an acceptable National Police Clearance (dated within six months); - Applicants must be legally entitled to work in Australia and will be required to provide evidence of this entitlement — acceptable evidence includes an Australian or New Zealand passport, birth certificate, or foreign passport with a relevant visa. Benefits - 6 weeks annual leave; - 12% superannuation with the option to co-contribute a further 5%; - Salary packaging opportunities for motor vehicles, rent or mortgage interest expenses; - 11 public holidays with 2 additional 'Local Government Days' per year; - Flexible working arrangements; - Shire provided corporate uniforms; - Opportunities for professional development; - A variety of health and wellbeing programs including free membership to the Kununurra Leisure Centre and Wyndham Pool, free health assessments, mental health programs and Employee Assistance Provider (EAP) services;

• Assist with managing and analyzing data across multiple platforms including CRM, CX, Support, and communication tools • Support CX leadership with operational initiatives, reporting, and AI-focused projects • Help optimize workflows and improve operational processes • Assist with integrations and automation efforts using APIs and webhooks • Contribute to reporting dashboards and data analysis using SQL and Python • Support the design of AI prompts and conversational logic for customer-facing chatbot experiences • Collaborate cross-functionally with teams across the organisation

• Contact authors with outstanding payments via phone, email and SMS, and help them process their payments. • Assist authors with account verifications and royalty withdrawal processes, ensuring a smooth and clear experience at every step • Listen actively, understand each author's situation, and help find a path to resolution • Log commitments and schedule follow-ups with precision — nothing falls through the cracks • Manage a personal pipeline of open cases with full accountability • Keep payment records accurate and up to date • Escalate cases when needed and document all interactions clearly