Customer Resolutions Consultant

1 week ago

Auckland City, New Zealand Resolution Life Full time

About Resolution Life

At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.

For customers, advisers, companies and the industry, we are making an impact worldwide.

Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.

Resolution Life Australasia, manage ~$30 billion in assets, service over 1 million customers with superannuation, investments and life insurance policies and have over 1000 employees across Australia and New Zealand.

Why us?

We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums and excellent customer service.

We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.

The Opportunity

We are seeking a highly experienced Customer Resolution Consultant to join our amazing team. As a Customer Resolution Consultant at RLA, you will enhance customer satisfaction by resolving complaints through the Internal Dispute Resolution (IDR) process. Managing a portfolio of insurance and superannuation-related complaints, you will conduct thorough investigations to deliver fair outcomes. Your high emotional intelligence and empathy will help you engage with customers, ensuring clear communication throughout the resolution process.

Your awareness of recent New Zealand regulatory changes, including the upcoming IFSO (Insurance & Financial Services Ombudsman) Alternative Dispute Resolution (ADR) scheme, and understanding of the Conduct of Financial Institutions (CoFI) regime, will be crucial. This knowledge will enable you to navigate the evolving regulatory landscape effectively and ensure compliance with new standards, promoting transparency and fairness.

Collaborating with team members and stakeholders, you will share best practices and participate in ongoing training to enhance your skills in complaint handling. Your strong problem-solving abilities, attention to detail, and commitment to regulatory compliance will be essential in delivering positive outcomes and preventing complaint escalation. With over five years of experience in financial services, you will bring a wealth of knowledge and expertise to this dynamic and impactful position.

This role offers and embraces flexible working arrangements. You'll have the freedom to work remotely, with occasional office attendance required on an ad hoc basis, ensuring a harmonious balance between business needs and personal flexibility.

Your Story- Comply with all regulatory and Trustee requirements and timeframes for resolving customer complaints through the IDR/EDR process.- Manage a portfolio of Insurance and Superannuation-related complaints by conducting thorough investigations and providing fair and reasonable outcomes to prevent complaint escalation.- Demonstrate emotional intelligence and empathy when engaging with customers who have expressed dissatisfaction, and proactively seek to understand their needs, concerns and challenges.- Communicate effectively with customers throughout the resolution process, using their preferred channel and plain language.- Identify and escalate systemic issues and root causes of complaints, and provide actionable insights for improvement to relevant business areas supported by data.- Collaborate with team members and stakeholders across the organisation to share insights, learnings and best practices for resolving complaints and enhancing customer experience.- Participate in ongoing training and development activities to maintain and improve knowledge, skills and performance in complaint handling

Experience- Sound knowledge and compliance with the regulatory framework and guidelines.- Demonstrated experience (5+ years) in handling complex and sensitive complaint management within Financial Services.- Possess high emotional intelligence and empathy to connect with customers and understand their needs and expectations.- Excellent verbal and written communication skills, able to use clear and simple language to explain complex information and processes.- Ability to collaborate Trans-Tasman- Proven problem-solving and analytical skills.- Strong organisation skills, with ability to manage multiple tasks and priorities efficiently and effectively.- Able to work under pressure to meet deadlines and performance standards.- Pays close attention to detail and ensure accuracy and completeness of records and documentation, following relevant policies and procedures.- Shows commitment to continuous learning and development, adapting to changes and challenges.- Strong collaboration skills with proven professionalism to be able to engage internally and externally with stakeholders.-

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