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Claims Consultant

Posted on Feb. 3, 2025

Auckland City, New Zealand
No Salary information.

Full Time

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Key responsibilities/What you do:

In this role, your main focus will be delivering high-quality customer service by promptly addressing customer inquiries, building strong relationships, and resolving issues efficiently. You’ll ensure customers are kept informed at every stage of the claim process, providing updates and ensuring their needs are met. You'll process travel insurance claims, evaluating each based on policy details, cost containment opportunities, and the circumstances of the claim. This includes investigating complex claims and ensuring that claim estimates accurately reflect potential costs. You’ll also work to finalize claims as quickly as possible. Part of the role involves providing clear updates on your workload status to management and preparing necessary documents, such as letters, according to company standards. Additionally, you’ll assist with any other tasks assigned by the Claims Manager or Team Leader as needed.

Key tasks/What you bring:

Claims Processing: Ensure that a specific number of claims are closed per full-time equivalent (FTE) day, consistently meeting the performance standards and targets set by the company in accordance with the published KPIs.
Accuracy: Maintain a high level of accuracy by ensuring the number of errors (normalized) per FTE day remains within the acceptable limits defined by company KPIs, ensuring minimal mistakes and high-quality output.
Call Backs: Ensure all customer call-backs are completed within 24 hours of receipt, providing timely responses and maintaining high customer satisfaction.
Auditing Returns: Action all auditing returns promptly, within 24 hours of receipt, ensuring all necessary adjustments or reviews are made efficiently to keep the claims process on track.
Compliance: Adhere to all GICOP (General Insurance Code of Practice) compliance standards in every stage of the claim assessment process, ensuring all claims are processed in full alignment with regulatory and company guidelines.
Seeks additional data to support decision-making and clarifies expectations.
Asks for guidance when faced with complex issues and tracks own performance.
Consistently meets deadlines and produces results as per quality standards.
Asks questions to understand and satisfy customer needs, and actively listens to feedback.
Keeps customers updated on progress and ensures requests are reliably met.
Shares information proactively with colleagues and offers assistance in a coaching manner.
Communicates efficiently and works with team members to achieve results.
Implements change and adapts to new practices when directed.
Demonstrates openness to new ways of working and accepts change.
Respects diverse points of view and communicates effectively in diverse environments.

Minimum Requirements:

Strong communication skills, able to adapt to different audiences and effectively influence at all levels.
Ability to work independently and within teams, offering support and respect to colleagues.
Quick decision-making skills with the ability to manage pressure and prioritize tasks.
Professional, confident, and reliable, with outstanding personal presentation.
Proven ability to deliver results in high-pressure environments and meet deadlines.
Strong customer service focus, committed to providing excellent service to both internal and external customers.
Focused on achieving team goals and KPIs with energy and determination.

Key benefits/What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

64856 | Customer Services & Claims | Professional | Allianz Partners | Full-Time | Permanent
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Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.

Job Level:

Professional

Location:

Auckland, AUK, NZ, 622

Area of Expertise:

Customer Services & Claims

Unit:

Allianz Partners

Employing Entity:

AWP Services New Zealand Limited

Job Type:

Full-Time