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Client Resolution Expert

1 week ago

Wellington, Wellington, New Zealand Mas - Medical Assurance Society Full time

About Us
At MAS, we're dedicated to delivering exceptional service to our Members. Our mission is to get even better at what we do, focusing on the Member experience.

Your Role
You will play a pivotal role in managing and resolving member complaints promptly, ensuring swift and satisfactory outcomes. This requires a high level of customer care and support while recognising process improvement and value add across the Member experience.

Key Responsibilities
* Proactively work to resolve customer complaints aligning with our goal of delivering outstanding customer experiences
* Engage directly with customers to investigate, assess, and resolve complaints as required, ensuring a positive and effective communication style
* Provide training and guidance to frontline teams handling Stage 1 and Stage 2 complaints to ensure effective management and early resolution
* Compile regular reports for management and the Board, summarizing complaint trends, insights, and any recurring issues impacting customer satisfaction
* Enhance systems to monitor and report on complaint data, identifying trends and generating actionable insights for business units to improve customer service and complaint resolution

We're Looking For
* Problem solving abilities & exceptional listening skills
* Clear written and verbal communication
* Proficient in relevant CRM or complaint management systems and data analysis tools
* Minimum of 5 years in customer service, complaints management or a related field
* Previous experience in the development of processes and procedures to maximise efficiencies

About Working At MAS
We're an Insurance and Investments company with a difference - we're owned by our Members and we make meaningful contributions to our community through our charitable Foundation. We're a small company where you get to have a big impact. Join us and be part of a team that's motivated to make a difference, focused on achieving big things for our Members and building a better mutual. We value inclusivity, look after our staff, and offer benefits including Health, Life insurance and KiwiSaver.* MAS has been voted Consumer People's Choice by our Members 9 years in a row for House, Contents and Car insurance.