Customer Care Consultant

7 days ago

Auckland, New Zealand Allianz Popular Sl. Full time

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 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: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 the online 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 utilized,policy wordings are quoted at all times when responding to queries,client expectations are met, andunderwriting profitability is optimized.Policy Administration:Ensure all policy authorization 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 License authorities are adhered to at all times and escalate any situations outside of such authority to the Customer Care Team Leader or Management for authorization.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.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 minimization 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 the insurance field.Displays exceptional attention to detail and has the ability to analyze 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 center background.What we offer:Our employees play an integral part in our success as a business.
We appreciate that each of our employees is unique and has unique needs, ambitions, and we enjoy being a part of their journey.We 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 a key priority for us.
This is why we build Work Well programs to provide 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 | PermanentAllianz 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, grow, and 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.We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.Great to have you on board.
Let's care for tomorrow.
#J-18808-Ljbffr

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