As New Zealand's largest locally owned and operated life insurer we have a clear, winning aspiration, built around transforming our industry through a customer lens and we're looking for an exceptional Customer Value Manager to join in our Customer Value team to support us on this journey. This is a full-time permanent role, based in our Auckland CBD office, with flexible working options available.The opportunityReporting to the Senior Manager – Customer Value, as a Customer Value Manager you will support customers with keeping their protection through life challenges that impact their ability to pay premiums. This will be done in partnership with advisers and internal stakeholders and in alignment with our policies, procedures, conduct expectations and risk appetite. The Customer Value Manager will take ownership and deliver through quality interactions each time, with the right decisions and within the agreed service standards.Some key areas of responsibility include:Contacting clients directly to find out why premiums are missed as identified on the various Arrears management sources.Contacting advisors to encourage and assist their contact with customers to retain Fidelity Life policies.Providing adequate, accurate information to customers about what type of policy and benefits they have and what Customer Value options are available to them allowing then to make an informed decision on keeping policies leveraging the partnership with our advisors.Being familiar with all CV processes, buisness rules and proceduresBeing familiar with specifications of O&L and all Fidelity and Ex-Tower systems that are used by the Customer Value team.Follow up process for retaining customers of to ensure closure of case within reasonable time frames.Update customer records i.e., address and contact details on the system and maintaining a spreadsheet with customer details of outcomes and reasons.Direct (customer, Servicing and Non-Servicing Adviser) written policy level cancellation requests Spreadsheet preparation and communication to BMs monthly (including any trend identification) As requested and required.Supporting with any ad hoc requirements to support campaigns.About YouYou will bring proven experience in a customer focused role and have worked in an environment where you can lead with empathy and understanding to help navigate a range of queries. You are flexible, resilient, and remain focused through high pressure situations. You will be an exceptional communicator (both written skills and verbal) with the ability to identify problems, trends, and come up with suitable resolutions. You'll bring a high level of initiative and have the confidence to make informed decisions.Together with this you will have:Experience within working in the life insurance sectorA strong understanding of Call Centre dynamics and a formal Customer Service trainingData entry skills-Consistency and methodology maintained with recording of outcomes and reasons for reporting purposesExcel experience at intermediate levelKnowledge of Fidelity Life and Ex-Tower products, processes, and proceduresAbout UsCelebrating 50-years in 2023, Fidelity Life is New Zealand's largest locally owned and operated life insurer. Our people are connected through our purpose and the shared belief that insurance really matters. We're passionately committed to our aspiration to reimagine life insurance, so we can be there for more New Zealanders when they need help the most. Our aspiration is built around transforming our industry through a customer lens. We're aiming to use smart technology, data, and digital capability to unlock a deeper understanding of our customers and provide innovative solutions and experiences that meet their needs. We're also committed to our communities. Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education, to provide better protection for all New Zealand families and whanau. In short, we've big aspirations and a plan to deliver on them – and we're looking for great people to help make it happen!Your application will include the following questions:Are you legally entitled to work in NZ?If you are on a Work Visa - please provide the following details:Work Visa NumberExpiry DateType of Work VisaDo you currently work or have previously worked for Fidelity Life?Please indicate your salary expectation for this roleDo you hold a current NZ drivers licence?The following questions are to ensure we do not place you in a role or ask you to complete tasks which may aggravate any existing or historic medical condition or injury you may have. This information also helps us to identify any additional assistance we may be able to provide you in your role.Do you have any pre-existing conditions which may affect your performance in the position that you have applied for?If yes, please provide details.How did you hear about this position?If you have been referred by an existing Fidelity Life employee, please provide their namePlease let us know below if you have any potential conflict of interest with Fidelity Life.Report this job advert Don't provide your bank or credit card details when applying for jobs.#J-18808-Ljbffr
