Claims Technical Manager

**Tower is recruiting for Claims Technical Manager**:

- ** 6-month fixed-term opportunity**:

- ** Event response to support our clients across Aotearoa.**

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

The purpose of this position is to 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 always expect to be across the following:
**Strategic and Financial**:

- 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 EQC 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.
- Collate Insurance & Financial Services Ombudsman rulings and disseminate relevant findings to claims team and wider Tower teams.
- Report to appropriate stakeholders IFSO rulings that impact on policy interpretation and the principles of construction and collaborate to enhance product/policy wording.

**Customer**:

- Represent our customers to the wider TOWER team and collaborate in continuous improvement for product offerings & customer service.
- Responsible for the independent claim reviews for claim complaints including the preparation of documents for the Insurance and Financial Services Ombudsman.
- Monitor and ensure timely and effective resolution of customer complaints and issues and assess root cause so that improvements can be identified and implemented.

**Staff**:
Ensure Claims team and Senior claims consultants have continuous technical coaching and development opportunities in line with their development objectives.

**What you'll need**

You will bring your excellent interpersonal skills, verbal and written including the ability to engage with empathy and understanding at all levels with internal & external parties.

**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

**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**:

- 4 weeks annual leave
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Retail deals and discounts