Customer Care

2 days ago

Wellington City, New Zealand nib health funds Full time

Do you have a flair for process administration and an eye for detail? Our Customer Care - Living Benefits team is looking for a strong administrator who enjoys working with pace and accuracy.

Ko Wai Mātou - About nib
- Hybrid working model
- 22 Days Annual Leave
- Distributed Work Allowance (Contributing to working from home costs)
- Free health, life, income protection insurance + discounts for family.
- Join a supportive and dedicated team where you can learn.

He Aha Te Tūranga - About the role

The Customer Care and Administration Consultant will play a key role in contributing to the success of nib by delivering exceptional service and accurate fulfilment of onboarding, support and change requests for our members. You will be experienced in carrying out needs analysis conversations and providing recommendations to ensure members are on the best products to meet their needs.

You will also:

- Be required to undergo training to become a qualified FAP Nominated Representative
- Have strong experience in customer service and retention roles
- Be naturally empathetic and love to connect with people on the phone
- Assist members throughout their care journey, addressing queries and resolving dissatisfaction
- Process members’ change requests and manage customer relationships
- Collaborate as a team player, cross-skill, and ensure timely service delivery
- Ensure compliance, regulatory adherence, and continuous learning
- Prioritise workplace health and safety

Ko Wai Koe - About you

This role is all about providing an exceptional customer experience, so you will have a strong customer service focus, preferably with a life insurance background in a contact centre or sales environment, and enjoy interacting with people. Your skills will include:

- NZ Certificate in Financial Services (Level 5)
- Great attention to detail with a high level of accuracy.
- Ability to articulate in a clear and accurate manner - in both verbal and written form
- Excellent active listening skills and ability to show empathy with customers
- You are a strong problem solver and can identify solutions for customers’ particular situation as well as assimilate information quickly and accurately
- You’ll be a self-managing person, who takes accountability and enjoys making a difference in customers lives
- You enjoy learning and can learn quickly. You take ownership of your role and can take on constructive feedback to continuously develop
- Your life experience means you’re able to bounce back from challenges and let things go. You can accept change and can cope with ambiguity.
- You’re passionate about helping people and can easily build trust and rapport with customers and colleagues alike. You are patient and adaptable when dealing with others
- Ability to operate in a new and evolving environment, with new technology and processes. Willing to contribute to continuous improvement and always striving to be better
- Advanced level computer skills, including Microsoft word, PowerPoint and Excel, including typing (30 wpm or better)
- We embrace an inclusive working environment. _
- We are LGBTTQIA+, disability and neurodiverse inclusive,_
- and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility and education are valued to reflect the diversity of the communities in which we operate._
- nib promotes distributed working for all employees, and encourages both working remotely and in the office. Our new normal requires an appropriate workspace and reliable internet to work remotely. Talk to us to see how we can make this work for you._
- All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment._

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