Claims Management Consultant

About the Role

As a proudly New Zealand-based insurer, we challenge norms and act decisively to create seamless, satisfying experiences for our customers and communities, safeguarding the future of Aotearoa. Insurance is fundamentally about supporting people during unexpected events, and upholding customer interests, especially in difficult moments, gives meaning to our mission.

Key Responsibilities

• Deliver frontline claim support by efficiently managing claims and related administrative tasks.
• Oversee daily customer interactions ensuring claims processing adheres to policy guidelines and procedures.
• Provide timely, professional service across various communication channels to offer a consistent customer experience.
• Manage a portfolio of insurance claims, ensuring alignment with policy terms, legislation, and Fair Insurance Guidelines.
• Respond accurately and promptly to customer enquiries across multiple channels.
• Take full accountability for claims from initiation through closure, exercising authority within set limits and maintaining precise financial reserves.
• Address and resolve customer complaints effectively, ensuring supplier performance meets company standards; escalate complex matters as needed.
• Uphold company integrity by following policies, minimizing risk exposure, and identifying and reporting potential fraud.

Candidate Profile

• At least two years of experience in customer service, contact centers, or related service delivery roles.
• Previous exposure to the insurance sector or claims management is preferred.
• Ability to thrive in a fast-paced, demanding work environment.
• Knowledge of New Zealand's insurance regulatory framework, compliance, and legal obligations.
• Strong customer-focused communication skills, demonstrating empathy, adaptability, and effective questioning techniques to build solid relationships.
• Resilient and proactive problem solver with excellent time management, attention to detail, confidence in decision-making, risk handling, and managing complex situations.

Employee Benefits

• 26 weeks of paid parental leave for primary caregivers and 4 weeks for partners.
• A paid day off on your birthday.
• 22 days of annual leave plus two extra leave days, with the option to purchase up to eight additional days.
• Wellness leave to support your health.
• Opportunities for career development and internal promotion.
• Flexible work options and a modern office environment located in Auckland.
• Discounts on insurance products offered by the company.
• Complimentary life insurance coverage.