Underwriting Support (Broker)

About us

Interested in building what comes next in insurance? At Blue Zebra we’re building an underwriting agency built on a foundation others can’t replicate: deep specialist judgement working in seamless concert with modern platform capability. We deliver smarter solutions, broader cover and greater value for individuals, families, businesses and farms across Australia. 

We’re also building a workplace shaped by the same principles – clarity, confidence and connection. Our people are trusted to take ownership, apply sound judgement and work together to solve complex problems, creating better outcomes for brokers and partners. With an ambitious and collaborative culture, Blue Zebra is a place where you can make an impact, grow your career and help shape what we’re building together. 

About the role 

Broker Support is the first point of contact for brokers, managing day-to-day communication with Blue Zebra across phone, email and digital channels. 

This role handles inbound broker queries related to underwriting, submissions, appetite, process and progress, providing clear, calm and timely responses. Where questions are straightforward, Broker Support resolves them directly. Where complexity arises, the role connects brokers early to the right underwriter or specialist, ensuring ownership is clear and follow-up is dependable. 

Broker Support plays a critical role in reducing broker effort and uncertainty. By triaging requests, managing information flow and coordinating responses, the role allows underwriters to focus on decision-making while brokers experience one connected, accountable front door. 

Success in this role comes from strong communication skills, confidence in navigating underwriting processes, and a service mindset that prioritises clarity over cleverness. Broker Support embodies Blue Zebra’s brand behaviours – calm under pressure, responsive, and committed to owning outcomes, helping build trust through every interaction. 

Key duties include: 

Broker and Stakeholder First Point of Contact 

• Act as the primary point of contact for inbound broker queries via email, phone and digital platforms 
• Provide clear, concise and timely responses to routine enquiries 
• Acknowledge requests promptly and set clear expectations on next steps and timeframes 
• Ensure all communication is professional, accurate and easy to comprehend 

Triage and Request Management 

• Assess incoming submissions and enquiries to determine priority, complexity and required handling 
• Route requests to the appropriate underwriting team or technical specialist based on defined criteria
• Identify incomplete or unclear submissions from brokers and proactively seek required information
• Apply consistent triage standards to ensure fairness and efficiency
• Manage the end-to-end flow of submissions through underwriting processes
• Track and monitor progress to ensure timely outcomes and service level adherence
• Maintain visibility over pipeline and follow up on outstanding items
• Ensure all required documentation and data are captured accurately in systems

Service Delivery Excellence 

• Deliver consistent, high-quality service aligned with agreed turnaround times
• Keep brokers informed with clear updates throughout the lifecycle of a request 
• Resolve straightforward matters directly and escalate complex issues appropriately
• Handle service issues or complaints with professionalism and within established company protocols

Collaboration and Escalation 

• Work closely with underwriters and technical specialists to ensure smooth handovers 
• Provide complete and well-documented referrals to reduce delays and rework 
• Escalate urgent, complex or out-of-scope matters in a timely manner 
• Support team coordination and workload balancing, where required 

About you 

We are seeking a motivated and customer-focused individual who is adaptable to new systems, quick to learn and committed to delivering high-quality outcomes. The ideal candidate is a collaborative team player with a strong work ethic, a willingness to take ownership, and the ability to thrive in a fast-paced environment.

You’ll bring 

• Previous experience in insurance, underwriting support or a customer service role is   preferred – essential
• Good understanding of underwriting processes – essential
• Basic understanding of insurance products – essential
• Experience working with insurance platforms and/or email-based workflows and/or digital platforms – essential
• Clear and effective communication – desirable
• Strong organisational and prioritisation skills – desirable
• Process driven mindset with strong attention to detail – desirable
• Customer and service orientation – desirable
• Ability to triage and make sound judgement calls – desirable
• Collaboration and teamwork – desirable

Why you’ll love it here  

At Blue Zebra, our culture is collaborative, ambitious and energetic. We take pride in giving our people the trust and autonomy to grow, influence outcomes, and help connect a business that’s being re-shaped – not one that’s already finished. 

We value sound judgement, open communication and work through challenges together – because the best outcomes come from great people working as one team. 

We strive to provide a comprehensive range of benefits and opportunities to support your personal and professional growth. Blue Zebra employees can access a wide range of benefits, which include: 

• Competitive remuneration + an annual incentive program
• A truly flexible/hybrid working model
• The opportunity to work with a collaborative, supportive, and innovative team
• Access to Employee Assistance Program and wellbeing benefits
• Paid Birthday and Volunteer leave

Novated leasing options. 

If you’re curious, capable, and ready to help build something that genuinely matters, we’d love to hear from you!