Claims Consultant
Working in the Consumer Claims team means beings there for your customers when something goes wrong. Typically, when you answer the phone you will be speaking with a customer who has had a bad day. This could mean that they broke their phone, crashed their car, suffered a flood, or discovered they have been burgled.
No matter the call, being compassionate, displaying empathy, and being able to clearly explain and handle the claims processes will help put your customer at ease.
About the Role: As a Claims Consultant you are responsible for resolving and responding to customer claims through a range of communication channels. You will liaise with internal and external customers and suppliers and follow settlement process. You will provide claims advice, processing, and settlements for consumer and/ or the Bank’s products and services.
Hours: 37.5 hour work week. A 5-day rotational roster with 1 weekend day per fortnight rostered between the operational hours: Monday – Friday: 8am – 8pm Saturday – Sunday 9am – 6pm. This role is primarily working from home however you will be required to go into the office once a week and as and when required.
Day to day you will:
- Take phone calls from IAG customers to lodge or with a query about their claim, starting our with motor claims, and building on your experience with other types of insurances from there
- Initiate the claims settlement process by liaising with the appropriate internal or external department
- Manage the claim from start to finish
- Proactively communicate with customers regarding the progress of their claim
- Handle all customer queries in the first instance where possible
- Provide proactive customer service by being solutions focused
- Adhere to all company policies and processes and that all claims are handled in line with expected standards
To view the job description, click here.
What we are looking for from you:
- Empathy – the ability to relate to and adapt your approach to you customers in a caring and professional way
- A desire to help people and customers
- Have ‘common sense’ – the ability to think creatively, and natural ability to solve problems
- The ability to make a decision and be able to explain why you have made that decision
- Positive mindset, open and honest, someone who likes to have a laugh at work
- Detail orientated, ability to explain complex information in an simple way
- Previous customer service in an office environment or contact centre
Previous Claims Consultants have gone on to handle complex claims, case management, managing different types of claims, quality analysis, Senior Claims Consultant roles, or into Team Leader positions. These are only some examples of future career paths.
These roles will be a combination of working from home and in the office. Presently the Claims Consultant roles are available in Auckland, Wellington and Christchurch. To learn more about the work from home requirements read here.
