Cancellations Officer (Insurance) - Dayshift / Onsite

The Cancellations Officer will process paid and unpaid product cancellations within the required 15-business-day timeframe. The role will coordinate refund calculations, selling-agent clawbacks, customer and agent communications, approvals, payments and monthly reporting. Strong organisation, deadline control, numerical accuracy and detailed record keeping are essential.

• Receive completed cancellation request forms from the Claims team/customers and promptly register each request for processing.
• Record and monitor the 15-business-day completion deadline and ensure the customer receives any approved refund within that timeframe.
• Enter cancellation details into the approved calculator and review the generated refund and pro rata amounts for accuracy and submit each to the responsible manager for review and approval.
• Determine the applicable selling-agent clawback for each cancellation and initiate recovery promptly.
• Apply the approved recovery method by offsetting the clawback against upcoming commission payments or raising a clawback invoice.
• Notify the selling agent of the cancellation, clawback amount and recovery method and provide seven days for payment where an invoice is issued.
• Process the approved customer refund and maintain evidence that the payment and cancellation were completed within the required timeframe.
• Process unpaid cancellations after receiving confirmation and supporting evidence from the Debtors & Collections Officer/Selling Agent.
• Maintain a monthly clawback report showing amounts issued, amounts outstanding and the current follow-up status.
• Follow up unpaid clawbacks with selling agents and refer unresolved matters to Sales Support for further action.
• Respond to customer and selling-agent telephone and email enquiries and provide accurate cancellation status updates.
• Other position-level duties as they arise.

• A minimum of 3 years of relevant experience in cancellations, finance administration, insurance administration or a similar deadline-driven role is essential.
• Demonstrated experience managing time-sensitive workflows, calendars and multiple concurrent cases is essential.
• Strong numerical accuracy and confidence using calculators, refund schedules, pro rata amounts and financial records are essential.
• Intermediate to advanced Microsoft Excel skills and confidence working with reports, trackers and structured data are essential.
• Strong written and verbal communication skills, with confidence engaging customers, selling agents and internal stakeholders, are essential.
• Strong attention to detail and the ability to maintain complete records, supporting evidence and audit trails are essential.
• Ability to follow detailed procedures, meet a strict 15-business-day service requirement and escalate risks promptly is essential.
• Experience with clawbacks, refunds, commission offsets or invoicing is highly regarded.
• Experience within insurance, financial services, warranty administration or another regulated environment is highly regarded.
• Ability to learn through remote training, follow direction and work independently is essential.