Claims Management Consultant

As a proud Kiwi born and bred insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa. At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work. Reporting to the Team Leader - Claims, your day-to-day deliverables would involve: Providing frontline support to customers by handling claims and related administrative needs efficiently. Managing day-to-day customer interactions, ensuring claims are processed in line with policy and procedures. Delivering responsive, professional service across all channels, contributing to a seamless customer experience In your first 6-12 months, success will look like: Managing a portfolio of insurance claims, ensuring progress aligns with policy wording, legislation, and Fair Insurance Guidelines. Handling customer enquiries across multiple channels, providing timely, accurate, and professional responses. Taking full ownership of claims from lodgement to resolution, making decisions within delegated authority and maintaining accurate reserves. Resolving complaints effectively while ensuring suppliers meet service standards and escalating complex cases when required. Maintaining company integrity by adhering to policies, minimising risk exposure, and identifying and escalating potential fraud To thrive in this role, you'll need: Minimum of 2 years’ experience in a Customer Service, Contact Centre, or service delivery role Insurance industry or Claims experience preferable Experience working in a fast paced, high demand role Understanding of the New Zealand Insurance regulatory environment, compliance and obligations A customer-focused communicator who builds strong relationships through empathy, adaptability, and effective questioning. A resilient and proactive problem-solver with strong time management, attention to detail, and the confidence to make decisions, manage risks, and handle complex situations. We invest in you. We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do: 26 weeks of paid parental leave for the primary carer and 4 weeks for partners A paid day off on your birthday 22 days annual leave, plus two extra annual leave days and the option to buy up to eight more Wellness leave Career growth and internal progression opportunities Flexible working and a beautiful, modern office in Auckland Discounts on Tower insurance products Free life insurance #J-18808-Ljbffr