Claims Resolution Expert

2 weeks ago

Auckland, Auckland, New Zealand Suncorp Full time

About the Company:

We're home to some of Australia and New Zealand's most trusted names in insurance. At Suncorp New Zealand, we're committed to protecting the wellbeing of Kiwis and being there for the moments that matter. Our purpose is building futures and protecting what matters - it's at the heart of everything we do.

The Job Description:

We're seeking a dedicated and experienced Claims Consultant - Complex Claims to join our team in Auckland on an 8-month contract. This role involves handling more sensitive, technical, or escalated claims that may involve complaints, privacy-related requests, and review by the Claims Review Committee.

Your Key Responsibilities:

  1. Investigate and manage a portfolio of complex motor claims, including those with complaints or privacy requests.
  2. Draft high-quality, empathetic written communications, including declinature letters and responses to complaints.
  3. Support review processes such as internal reviews or Claims Review Committee submissions.
  4. Communicate clearly and sensitively with customers, balancing regulatory obligations with customer-centric service.
  5. Apply a sound understanding of insurance policy interpretation, legislation and dispute resolution best practices.
  6. Ensure thorough documentation and adherence to compliance, privacy, and process standards.

What You'll Need to Succeed:

  • Proven experience in the insurance industry, ideally in motor claims or complaints resolution.
  • Strong written communication skills - confident drafting clear, concise and professional letters and emails.
  • A high level of empathy, emotional intelligence and resilience - especially when having tough conversations.
  • Sound judgement and the ability to balance customer needs with business and regulatory requirements.
  • Strong analytical and investigative skills, with attention to detail.
  • Excellent time management, organisational and case management skills.
  • Familiarity with complaints handling processes and relevant New Zealand legislation is a plus.

Benefits and Opportunities:

We offer flexible work arrangements, career development opportunities, and a supportive team environment. We're passionate about creating a diverse, inclusive, and accessible culture where our people feel valued and connected.

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