aps3 client service officer

About the Role

Join a dynamic Federal Government team dedicated to delivering essential client services and operational support. As an APS3 Client Service Officer, you will serve as a key point of contact for clients, service providers and key stakeholders, handling enquiries related to health, medical and support services.

Key Responsibilities

• Customer Service & Communication: Respond to client and stakeholder enquiries via telephone queues and approved channels, providing accurate policy information, cover options and general service details in line with agency guidelines and privacy requirements.
• Transaction & Application Processing: Complete routine policy servicing, process treatment requests, manage updates, renewals, cancellations and check treatment eligibility within delegated authorities.
• Records & Workload Management: Maintain accurate, complete records of all client interactions and transactions in agency systems while managing assigned workload priorities and reporting requirements.
• Escalation & Compliance: Identify and promptly escalate complex enquiries, complaints, vulnerable client matters, privacy incidents, or suspected fraud indicators in accordance with established procedures.
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