Customer Experience Consultant

Be part of an exciting and growing teamGreat team cultureWellington CBDOur client, a leading and well-reputable banking institution, is seeking to add Customer Experience Consultants to their growing Customer Experience and Operational team. You are responsible for delivering excellent service and experience to business customers. In this team, you will be the first port of call for all customer-related enquiries and are responsible for supporting customers at different stages of their insurance needs and protection journey. As a Customer Experience Consultant, you will provide effective and proactive services by supporting customers with their email, mail or phone enquiries and requests. This includes providing the customer with service relating to the needs in the onboarding journey, initial underwriting and/or claims enquiries, policy maintenance and administration and customer complaints and/or compliment requests. You will make the customer experience as smooth as possible by directing the customer to the right team(s) the first time where the customer's enquiry or request goes beyond the service you can provide.
About the role:
Handle a range of calls, emails and/or mail enquiries and requests from a diverse range of internal and external customers.Ensure all customer enquiries are resolved in a professional, friendly, and effective manner while maintaining empathy, customer confidentiality, and taking ownership of any problems that occur.Ensure customers are kept well informed as their enquiry or request is being reviewed and handled.Work actively to provide a high-quality customer experience.Resolution of low-level customer complaints at point of call through effective solutions.All high-level customer complaints must be escalated to your leader or appropriate department for resolution.Capturing and passing on compliments received.New business - support the effective and proactive onboarding of new or potential customers through welcome calls and pipeline follow up.Provide effective customer services support including policy maintenance, administration and/or alteration (in cover, premiums or ownership).Provide customers with quotes to change the existing cover, where there's no advice element involved in the discussion or pass on the customer to the right team where the customer needs advice.Support basic queries associated with claims and underwriting, including the setting up of claims initiated by phone, and clarifying the information required for underwriting.Implement effective customer retention solutions to ensure the best customer outcomes are achieved every time.Meet or exceed delivery of key performance indicators for the role like - Service Level Agreed (SLA) Performance and targeted Quality Assurance and Call Monitoring scoresAbout you:
Experience or knowledge within an Insurance environmentPrior call centre experience or demonstrated equivalent work experiencePrior customer service experienceUnderwriting knowledge & experienceClaims knowledge & experienceComputer skills and experience with Microsoft Word, Excel, and emailGood writing skillsExperience with call centre systemsIf you're interested in a further discussion and you're wanting to join a growing team, please do 'Click Apply' or contact Sarah Kennerley for a confidential chat on 09 869 7180.
Please note that applicants who have the legal right to work and reside in New Zealand will only be considered for this opportunity and contacted.
Tyler Wren recruits across Insurance & Financial Services; Legal; Design & Building Consultancy; Professional Services. Visit us at

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