Claims Assist Representative
AA Insurance
Hamilton, Work from Home, NZ
1d ago

Are you someone that genuinely cares for people and their wellbeing? Is going the extra mile, second nature to you? Our Claims Assist Representatives are always here to help and find solutions to our customers individual problems.

That's what it takes to be a Claims Assist Representative, someone who is there, offering empathy, support with the ability to get things sorted quickly and efficiently.

What you will be doing :

Using your highly effective listening and interpersonal skills you will take ownership of getting customers sorted when they need it the most .

at claim time. You will be answering calls form our customers in their time of need, from a broken windscreen to a motor vehicle accident.

It's not an easy role hearing our customers stories and it would suit someone who takes pride and reward in knowing they were there for someone in their time of need.

To begin you will be taking the initial claims details and passing it on to a claims customer manager to assess the claim.

Once you are ready you will look after a portfolio of small claims to completion.

You will be supported through our comprehensive coaching programmes to become empowered decision makers, to find the best solutions for our customers.

With your proven Sales and Service experience, you will use common sense and judgement in your decision making and have a strong sense of urgency with your work.

To shine in the role :

  • Proven experience in a customer service role, ideally in a similar role where you assess customer needs and offer solutions
  • A call-based environment is preferred but not essential
  • You are tech Savvy with multiple screens and systems as you will navigate through these with unscripted customer conversations
  • You are passionate about helping people and providing solutions
  • You will have a strong sense of urgency
  • You are compassionate and reassuring in a crisis
  • You will start with 3 ½ weeks of full-time paid training (held onsite at the Hamilton head office). You will then move onto a rotating roster, working 7.

    5-hour shifts totalling 37.5 hours a week between 8am - 8pm on weekdays and 8am - 6pm on weekends. We are unlike your typical contact centre, where on average a 4-week roster should only see you work 1 weekend day per month.

    Our shifts are put together with work to life balance in mind and are always delivered to you 4 weeks in advance.

    You can chose to either work permanently onsite at our Hamilton Head office or permanently Work at Home (must be based no more than 1 hour from the office)

    If you choose to work from home, you will be given all the equipment needed however you will need the below technology requirements :

  • Separate telephone landline.
  • VDSL or Fibre internet connection, with an internet speed of 10Mbps or higher
  • Suitable work space with comfortable desk and chair
  • The Perks!

  • Alongside our annual salary reviews we offer generous performance and company related annual bonuses
  • Up to 50% off your car, home, contents and pet insurance, alongside discounted health and life insurance
  • Free daily shuttle bus service to and from Britomart
  • A paid volunteer day as we care for our communities alongside, personal health and wellbeing incentives
  • What makes AA Insurance a great place to work?

    AA Insurance isn't a stuffy insurance company; there are no pinstriped suits and ties here! Our genuine culture truly makes AA Insurance a great place to work - one of the best in fact.

    For the last 10 years we have been a finalist in the IBM Kenexa Best Workplaces.

    From the get go you are provided with what is needed for you to put your best foot forward. We work in a supportive team environment where differences are encouraged, and there are plenty of ongoing opportunities for you to continue to grow and develop.

    We are breaking the mould of insurance, so come and join our award-winning team.

    Who are we?

    AA Insurance is a proud New Zealand company offering general insurance to Kiwis. Spanning over 20 years, we have grown to be the 'Most Trusted Insurer' as voted by New Zealanders from Reader's Digest.

    All our products have been developed right here in New Zealand with everyday Kiwis in mind. We are a dedicated bunch who put our customers first, ensuring that we are helping eliminate stress and provide them with certainty during their time of need.

    If you want to be that supportive voice on the other end of the phone, then please send through your CV and cover letter by September 3rd.

    This role starts on Monday 11th October.

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