Customer Care Specialist
1 week ago
About Us:Fidelity Life is New Zealand's largest locally owned and operated life insurer.
For over 50 years, we have been dedicated to safeguarding the financial futures of New Zealanders.
Our customer-first approach is at the heart of everything we do, and we continuously innovate using smart technology and data to deliver tailored life insurance solutions.
As a trusted leader in the industry, we're committed to providing financial literacy and empowering our customers to make informed decisions.
As we continue to grow, we're looking for two Customer Care Specialists to join our team and make a meaningful contribution.Role Overview:We are looking for a dedicated and proactive Customer Care Specialist to join our team reporting into the Customer Care Team Leader.
This role is all about providing exceptional customer service, managing and resolving customer queries across various channels, and ensuring prompt and efficient responses.
The ideal candidate will possess an understanding of insurance products and processes, coupled with excellent communication skills and a passion for delivering outstanding service.In this role, you will play a key part in maintaining our reputation as the preferred provider of life and disability cover in New Zealand .Job DescriptionKey Responsibilities:Customer Care:Provide high-quality service by processing customer queries in a timely, accurate, and complete manner.Maintain up-to-date knowledge of Fidelity Life products and services.Process tasks such as policyholder administration, payment inquiries, policy changes, reinstatement requirements, and cancellations.Ensure accurate and timely record-keeping of all inbound and outbound interactions.Answer calls within 20 seconds in a professional and friendly manner.Follow all customer care policies and procedures, adhering to privacy, compliance, and quality assurance standards.Contribute positively to team goals, always being punctual and ready to work.Support other team members and departments to share expertise and help grow the business.Encourage a high-performance culture and lead by example.Desired Skills and ExperienceWhat We're looking for:Experience & Qualifications:Previous customer service experience in a similar role, ideally within the financial or insurance industry but this is not essentialFormal customer service training or related qualifications.Strong understanding of call centre dynamics and proven results in delivering excellent customer outcomes.Skills:Knowledge of Fidelity Life products, processes, and procedures (or similar insurance products).Strong verbal and written communication skills.Quick learner with strong multitasking abilitiesEfficient with CRM software and office tools.Experience working in a team environment.Apply Now:If you're passionate about providing exceptional customer service and looking to join a company that has been a pillar of New Zealand's growth, we'd love to hear from you.
Apply now to become a Customer Care Specialist at Fidelity Life.Fidelity Life is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
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