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Event Response Claims Consultant

2 weeks ago

Auckland City, New Zealand TOWER Insurance Full time

**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 Event Response Team Leader, you will provide simple and easy claims experiences for our customers through managing and processing Claims for Tower and the Toka Tu Ake Natural Hazards Commission (NHC.

**Dive into the heart of your responsibilities**:

- Attend to customers claims inquiries as they occur via the phone, mail or online by accurately identifying the nature of the enquiry and responding in a timely and professional manner
- Resolving customer claims in a timely manner in line with our Fair Insurance Code (FIC) requirements
- Ensure regular feedback to customer on the progress of all claims as per FIC requirements
- Ensure timely settlement following receipt of all relevant information including final assessor/ investigator report
- Resolve customer complaints by attending to issues raised effectively and speedily and adhering to Company procedures
- Ensure all company preferred suppliers including assessors and investigator adhere to the
- company's service standards
- Ensure the escalation of complex or difficult claims to the Claims Team Leader and/or Manager
- Ensure Company integrity is maintained and risk exposure minimised by adhering to Company policies.
- Identify and escalate potentially fraudulent claims
- Follow Toka Tu Ake NHC's guidelines and processes while working on NHCover claims

**What you'll need**
- Previous experience working in a Claims environment minimum 3 years claims experience across house and contents claims
- Complex or large event claims experience (preferred)
- Previous experience working with NHC claims (preferred including NHC land claims)
- Previous experience working in a contact centre environment (preferred)
- Experience working in a high demand role

**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.
- Retail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club, Warehouse Stationery and more.