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Complaint Management Specialist

1 week ago

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

Job Overview
As a Client Resolution Expert, you will be responsible for managing and resolving member complaints at MAS, a leading Insurance and Investments company. Your mission will be to deliver exceptional service to our Members, focusing on their experience and needs.

Key Accountabilities
* Resolve customer complaints promptly and effectively, ensuring a positive outcome for the Member
* Collaborate with internal stakeholders to identify and implement solutions to improve the Member experience
* Develop and maintain relationships with frontline teams, providing guidance and support to ensure effective complaint management
* Analyse complaint data to identify trends and areas for improvement, making recommendations to enhance our services
* Contribute to the development of processes and procedures to maximise efficiency and effectiveness in complaint resolution

What You'll Need
* Strong problem-solving abilities and exceptional listening skills
* Excellent written and verbal communication skills
* Proficiency 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 process development and implementation

About MAS
At MAS, we're committed to delivering exceptional service to our Members. Our values include Making a Difference, In it Together, and Own it, Do it. We're a supportive and inclusive organisation, offering benefits like Health, Life insurance and KiwiSaver. Our Members have voted us Consumer People's Choice 9 years in a row for House, Contents and Car insurance.