Customer Care Consultant

21 hours ago

Auckland City, New Zealand Allianz Partners Full time

**What you do**

The Customer Care team is a telephone based team who assist our intermediaries and customers in the quoting, sale and administration of our policies. This is an important customer facing team who are charged with delivering exceptional customer service, advice and support to our partners and customers. As an effective team member you will be highly knowledgeable about our products, systems and processes.

As part of this team, you will also:

- Assist in matters related to medical assessments and claims
- Complete medical assessments using the appropriate systems
- Other tasks as directed by the team leader or management team.

**Key responsibilities include**:
**Customer service**:

- Manage queries, requests, and complaints from customers to ensure exceptional levels of customer service are maintained.
- Provide quotations and issue policies and documentation to customers.
- Process medical assessments using on-line system.
- Undertake allocated tasks to ensure these are completed accurately and within agreed deadlines and guidelines.
- Process work to ensure:

- underwriting rules and guidelines are adhered to,
- the correct pricing, wording, underwriter and client systems are being utilised,
- policy wordings are quoted at all times when responding to queries,
- client expectations are met, and
- underwriting profitability is optimised.

**Policy Administration**:

- Ensure all policy authorisation is within such limits as may be established by the Customer Care Team Leader and within the documented operating procedures of the Company.
- Ensure requests for changes to policy or standard operating procedures are reviewed and approved by the Customer Care Team Leader.
- Ensure Underwriting Licence authorities are adhered to at all times and escalate any situations outside of such authority to the Customer Care Team Leader or Management for authorisation.

**Stakeholder Management**:

- Proactively develop and maintain relationships with other Allianz Partners staff and external business partners to ensure ongoing relationships and Allianz Partners market and brand perception is developed and maintained; and effective outcomes are achieved.

**Escalation**:

- Identify and escalate queries, requests and complaints beyond expertise and/or authority limits to ensure process adherence, customer satisfaction, protection of the Allianz Partners or associated brands and minimisation of

underwriting risk.

**What you bring**
- Complaints and compliments, Internal customer surveys, Telephony
- Service Standards, Quality Assurance and Call Quality Assurance, Effective and timely management of queries
- Ability to evaluate and select appropriate solutions from a range of options. Has discretion for action within agreed parameters or guidelines.
- Willingness and initiative to ensure continued self-development and currency within insurance field
- Displays exceptional attention to detail, and has the ability to analyse information to identify problems and develop appropriate solutions.
- Proven high level interpersonal, verbal and written communication skills;
- A demonstrated ability to develop and maintain effective relationships with internal and external clients and business partners either from a customer service, hospitality or call centre background.

**What we offer**

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

62001 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
Great to have you on board. Let's care for tomorrow.

**Job Level**:

- Professional

**Location**:

- Auckland, AUK, NZ, 622

**Area of Expertise**:

- Customer Services & Claims

**Unit**:

- Allianz

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