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Retention Consultant

4 months ago

Wellington City, New Zealand Suncorp Group Full time

Are you ready to Chase the Sun by pursuing a career with Suncorp New Zealand? As part of one of Australia’s and New Zealand’s leading financial services groups, you’ll help us live our purpose every day - to build futures and protect what matters - for our customers, our communities and each other. And you’ll be supported to grow your own future further too, backed by a culture of continuous improvement, empowerment, and flexibility.

We have a full-time permanent opportunity arise to join our Online Channels and Retention team as a Customer Service Retention Consultant based in Wellington. In this role you will be empowered to provide solutions that ensure an outstanding service experience.

**Flexible working hours anywhere between 10am-8pm Monday to Thursday & Friday’s 10am-6pm.**

The purpose of the role is to service customers by seeking to understand and fulfil their needs, providing brilliant customer experiences, and leveraging every opportunity to promote our products and services. And to proactively retain customers by seeking to understand and fulfil their needs, providing brilliant customer experiences, and leveraging every opportunity to promote our products and services. This role will primarily be outbound calling; however support of inbound retention calls will also be required.
- This role will be working for the Asteron Life brand._
- _

**Your key responsibilities will include**:

- Provide an exceptional level of service to all customers ensuring customer needs and expectations are understood, anticipated and fulfilled
- Leverage each interaction as an opportunity to add value to the customers and our business.
- Adapt approach based on the combination of interactions that may occur through the life cycle of each customer’s policy.
- Resolve customer conflict quickly and efficiently to achieve a positive outcome
- Maximise call resolution by fully utilising product & process knowledge to complete agreed actions on and after the call.
- Accurately record the details of all customer interactions to optimise their experience and minimise rework and errors.

**What you will need to succeed**:

- Customer Service and/or Retention experience
- Contact Centre experience MUST have
- Insurance experience -Desired
- Experience in managing complex customer interactions such objection call handling (desired)

**What we also offer**:

- Competitive salary and discretionary annual bonus
- Discounts on Asteron Life, & Vero insurance
- Free life, salary continuance and trauma insurance cover
- Flexible leave of up to four days per year in addition to annual leave
- Positive, inclusive team environment where we welcome individuality and celebrate diversity
- Flexible work arrangements embracing a healthy work/life balance
- Flexible benefit of $250 annually for gym membership or hobbies
- Ongoing learning and development opportunities

If you’re looking for a rewarding career at a great place to work, then Suncorp New Zealand could be the place for you.

**Advertised**: 13 Jun 2024 New Zealand Standard Time
**Applications close**: 27 Jun 2024 New Zealand Standard Time