About the job
Why you’ll love working with Tower
At Tower, we live and breathe our values – they are at the heart of every interaction. Our people come first, we pride ourselves on creating a diverse and inclusive space that allows our people to thrive. Encouraging everyone to bring their whole selves to work, we aim to represent the diverse communities we work in and with.
We also have a plan to lead our industry forward into a more customer-centric future with innovation and disruptive thinking, as a unique Kiwi and Pacific insurance provider operating for over 150 years, with roots all the way back to Dunedin.
What will you be doing?
Are you a dynamic professional looking for an exciting opportunity in Auckland? Join Tower and become a vital part of our customer service team. In this role, you will resolve claims promptly, adhering to the Fair Insurance Code (FIC) requirements, and keep customers updated on their claims`s progress. Additionally, you`ll follow Toka Tu Ake EQC guidelines while working through the EQC claims cover. This role offers a chance to enhance your customer service skills and contribute to high standards of service and compliance within the insurance industry.
You can expect to be across the following:
- 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 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 claims policy
- Identify and escalate potentially fraudulent claims
What you’ll need
To be successful in this role, you will also be able to demonstrate the following:
- Previous experience working in a Claims environment (minimum 2 years claims experience across house and contents claims, complex claims experience preferred)
- Previous experience working with EQC claims (minimum 1 year experience preferred, EQC land
- claims experience preferred)
- Previous experience working in a contact centre (preferred)
- Experience working in a high demand role
- You are a natural problem solver with a love for interacting and influencing customers and people by asking questions, showing empathy and understanding customers’ needs – you love working with customers and it shows
- You have strong time management skills with the ability to manage multiple priorities at once
- Ability to deal with challenging and sensitive situations
We do what’s right; if you feel comfortable doing so, please let us know early in the process if there are any diversity needs, we can meet or make reasonable adjustments to enable you to shine. If you would like to note which pronouns you use at any point in the application or interview process, please let us know. We are proud holders of the Rainbow and DV Free Ticks which are important to us.
We are seriously committed to diversity and inclusion and welcome any successful candidate to get involved in one of our Inclusion Network Groups, which will help us to better understand and meet the needs and interests of our increasingly diverse workforce.
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:
- 16 weeks paid leave for the primary carer and four weeks paid leave for partners, for our Tower whānau in New Zealand and the Pacific
- A paid day off on your birthday and the option to buy an additional eight days of leave. So up to six weeks off!
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing
- Career growth – we promote internal capability; and support you with design-specific development and training opportunities; we also have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new 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
Apply now
Please note: We’re eager to get the right person on board as soon as possible. We don’t have set closing dates, so we’ll start reviewing applications as they come in. Don’t wait—apply now to make sure you’re considered.