Technical Claims Manager

**Why You'll Love Working with Tower**

At Tower, our values are the heartbeat of every interaction. We prioritize our people, fostering a diverse and inclusive environment where everyone can thrive. We encourage you to bring your whole self to work, representing the vibrant communities we serve. We celebrate all ages, genders, sexual orientations, races, religions, and everything else that makes our culture unique. Proud holders of the Rainbow and DV Free Ticks, we are committed to inclusivity and safety.

We are on a mission to lead our industry into a customer-centric future with innovation and disruptive thinking. As a unique Kiwi and Pacific insurance provider with over 150 years of history, our roots trace back to Dunedin.

**What you will be doing**

Reporting to the Senior Claims Manager, you will contribute to the success of Tower's business by providing technical expertise to the claims team.

This role will represent our customers to the wider Tower team, lead process improvement within claims and provide insight to the Claims team to deliver in line with our Southern Star to deliver beautifully simple and rewarding experiences that our people and customers rave about.

**You can expect to be across the following**:

- Act collaboratively with other Claims Managers and members of Tower to deliver the Tower strategy.
- Prepare and submit legal queries/opinions requests.
- Attend ICNZ and NHC meetings as required and act as Tower representative. In collaboration with the management team, ensure the consistent and excellent execution of agreed customer service processes and management practices.
- Solely responsible for the preparation, management and resolution of claim complaints including the preparation of documents for the Insurance and Financial Services Ombudsman.
- Report to appropriate stakeholders IFSO rulings that impact on policy interpretation and the principles of construction and collaborate to enhance product/policy wording.
- Work with Investigations and all Claims Teams and provide direction when issues arise that suggest good faith breaches and/or fraud including providing guidance in preparing avoidance and/or decline letters

**What you'll need**

**To be successful in this role, you will also be able to demonstrate the following**:

- Minimum of 6 years' experience in insurance essential to the role with an in-depth understanding of general insurance principles/practice and complex legal principles and policy in relation to insurance contracts.
- Good understanding of external factors that induce fraud and/or result in claims leakage
- Strong experience with claims that escalate to involve multiple external parties: Arbitration, Legal, Police, Insurance and Savings Ombudsman, Investigators Behavioural traits:

- Strong interpersonal, analytical, negotiation, conflict resolution and problem-solving skills. Ability to connect the dots;

**Our Commitment**

We pride ourselves on encouraging everyone to bring their whole selves to work, embracing diverse opinions, experiences, and backgrounds. Our commitment is to create an inclusive workplace where our people come first, feel valued, safe, and respected.

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- Our people come first as we offer 16 weeks of paid leave for the primary carer and 4 weeks of paid leave partner's leave.
- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Annual Performance Review where you get to showcase your progression.
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing
- Career growth - we promote internal capability; we also have programmes that recognise star performers.
- Flexible workplace opportunities at our beautiful 6 Green Star Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areas.
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top up for 16 weeks.
- Retail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club,
- Warehouse Stationery and more