Specialist, Customer Resolution

4 weeks ago

Christchurch, New Zealand Insurance Australia Group Full time

As a Specialist, Customer Resolution you can have meaningful impact for our customers. Here’s how
- Restore faith
- Make their world a safer place

Join the largest insurance group in Aotearoa|New Zealand and Australia.
We’re here for you. Are you ready?

**YOUR ROLE**

You’ll provide an independent and official avenue for customers to review decisions made in relation to customer complaints on behalf of Toka Tū Ake EQC. You will be responsible for case managing escalated customer complaints at the final stages of the formal Complaints Process through to resolution.

You’ll collaborate with pertinent stakeholders, including the Lead Customer Resolution, to pinpoint and elevate process, system, and procedural issues and support business process and project work as required.

Please note: To work from home, you’ll need high speed internet connection and a private home office set up.

This **12-month fixed term role,** offers a hybrid working conditions that support a mix of working from home and office.

**ABOUT YOU**

To be successful in the role, you will need:

- Extensive experience in resolving complex Toka Tū Ake EQC land and property claims.
- Capability to collaborate with individuals from diverse backgrounds, fostering positive relationships to attain desired business outcomes
- Ability to build strong relationships with stakeholders across Aotearoa including, Toka Tū Ake EQC, other Insurers, Homeowners, Technical Experts and Legal Advisors.
- Effective written and verbal communication skills, including the capacity to convey ideas and adapt language or terminology to suit the audience
- Skill to identify problems, create options, and choose the best course of action in a systematic manner

**Applications close at COB Tuesday, 12 September 2023**

**ABOUT US**

IAG is not only the largest general insurance group in New Zealand and Australia, underwriting over $AUD13 billion of premium per annum, we’re also a tech and research facility, a hub for climate change experts and a centre of resilience design. We chat over coffee with customers, advocate for them in the corridors of Parliament and back them up in the community when life’s moments hit hardest. 

You’ll know our brands - AMI, NZI, State Insurance and NRMA Insurance, CGU, WFI to name a few. Together they turn our IAG purpose of making your world safer into action by helping, supporting ambitions and making insurance accessible. At IAG you’re not just part of one brand, you’re part of a large purpose-led Trans-Tasman group dedicated to making your world a safer place.

We’re ready to grow your career, acknowledge every part of you, recognise your brilliance, lead you with purpose and help you live your own purpose through us

**At IAG, you’ll enjoy**:

- Flexibility and support so you can live life to the full
- Join an accredited Rainbow Tick (NZ) and AWEI Awarded (AU) business
- Access up to 50% discount on general insurance (policy terms and conditions dependant)
- Be part of a net zero business by 2050

We acknowledge Tāngata Whenua in Aotearoa (NZ) and are committed to growing Māori prosperity and well-being in Aotearoa through He Rautaki Māori (IAG’s Māori Strategy).

**Job Type**: Fixed term contract
Contract length: 12 months

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

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