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Complaints Lead
2 weeks ago
About nib | Ko Wai Mātou
- Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance.
- We believe in ‘challenging the status quo’ and admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our ‘future state’ strategy. _Ehara _i_ _te_ toa _takitahi_ (success is not achieved alone) - you will be joining a collaborative, innovative and driven team with the following benefits:
- Free health, life, income protection insurance + discounts for family AND fitness incentives
- Hybrid work environment: work from home and the Auckland office
- Join a supportive and dedicated team where you can develop and enhance your career
- An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents
- Short term incentive programmes
- About the role | He Aha Te Tūranga
- Join nib NZ in this newly created position and make a meaningful impact by resolving customer complaints with professionalism and empathy. You will work with Customer Experience colleagues and the Complaints Committee to manage complex cases, contribute to continuous improvement, and represent nib in external dispute resolution processes.
- Represent nib NZ in dealings with the Insurance & Financial Services Ombudsman (IFSO).
- Support reporting and insights by producing standardised and ad hoc complaints data.
- Identify systemic issues and contribute to solutions that improve customer experience.
- About you | Ko Wai Koe
- You’re an experienced complaints professional, law clerk or paralegal with a strong grasp of insurance legislation and a passion for improving customer outcomes. You bring a detail-oriented mindset, excellent documentation skills, and a proactive approach to resolving disputes and driving continuous improvement.
- Proven experience in complaints handling, ideally within insurance or financial services.
- Working knowledge of the Insurance Contracts Act, General Insurance Code of Practice, and privacy legislation.
- Strong reporting and documentation skills, with the ability to deliver insights to stakeholders.
- Quality-focused, with experience conducting peer reviews and contributing to improved customer metrics.
- Confident communicator who can manage external dispute resolution processes professionally.- We embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.
- Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another.
- Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we’re committed to creating a flexible working environment where you’re free to be you.
- All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment_._
