Claims Consultant

About the Role

Are you seeking a position that goes beyond typical customer service duties? Join us as a Motor Claims Consultant, where you will support customers in their times of need — following vehicle accidents or unexpected occurrences. Your role involves guiding clients compassionately and professionally through the entire claims process, ensuring they feel confident and supported.

This opportunity offers a pathway to a fulfilling, long-term career within the insurance sector. No prior claims experience is required as comprehensive training and ongoing support will be provided. Essential qualities include excellent customer service skills, a positive outlook, and a genuine desire to assist others.

This position promises daily diversity: problem-solving, relationship-building, decisive action-taking, and delivering meaningful results when it matters most to our clients.

Key Responsibilities

• Serve as the initial contact for customers submitting motor insurance claims.
• Steer customers through the claims journey from initial submission to final resolution.
• Deliver exceptional service via phone, email, and digital platforms.
• Establish trust by clearly setting expectations and maintaining timely communication.
• Collaborate closely with repairers, suppliers, assessors, and internal teams to ensure favorable outcomes.
• Manage a portfolio of motor claims efficiently, balancing customer satisfaction, quality, and operational effectiveness.
• Exercise decision-making authority within set limits and recognize cases that require escalation.
• Maintain accurate claim records including financials and payments.
• Identify and suggest enhancements to processes and the customer experience.
• Uphold risk, compliance, and governance standards in daily work practices.

Candidate Requirements

• Previous experience in customer-focused roles such as retail, hospitality, contact centers, banking, or insurance is valued.
• Excellent communication skills with an ability to connect effectively with diverse individuals.
• Demonstrated empathy and resilience when assisting customers through difficult situations.
• Proactive, solution-oriented approach to work challenges.
• Comfortable navigating multiple computer systems and rapidly adapting to new technologies.
• Strong organizational abilities and meticulous attention to detail.
• Capacity to manage priorities and handle competing demands in a fast-moving environment.
• Team-oriented mindset with a positive attitude.
• Enthusiasm for continuous learning and professional growth within claims and insurance.

Benefits and Culture

• Comprehensive orientation and development programs to support your success.
• Clear career progression opportunities across claims and broader business areas.
• Flexible working options that promote a healthy work-life balance.
• A supportive and inclusive workplace culture focused on performance and growth.
• Additional flexible leave benefits beyond statutory entitlements.
• Employee discounts on insurance products and other perks.
• Annual wellbeing allowance to invest in health, fitness, or personal interests.
• Participation opportunities in the employee share plan.
• Continuous learning, coaching, and professional development support.

Why Work With Us?

Our company is dedicated to assisting New Zealanders during unforeseen challenges. We believe our team is our greatest asset and strive to foster an environment where everyone feels valued, supported, and empowered to excel.

Diversity is celebrated here, reflecting the communities we serve. We welcome applicants from all backgrounds who are passionate about customer service and building a meaningful career.

If you require accommodations to participate fairly in our recruitment or workplace, please reach out confidentially for support.