Customer Value Manager

The opportunity

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.

Reporting to the Senior Manager – Customer Value, the Customer Value Manager enables great customer outcomes for customers and their life and living insurance through proactive outreach to customers who may be at risk of losing their cove, or where they have been offered non-standard terms by underwriting. The Customer Value Manager adopts a solution orientated approach in identifying payment and policy solutions that meet customer needs and enable improved customer outcomes.  

Some key areas of responsibility include:

Lapse and Lapse Pending communication  

• Managing outbound and inbound telephone and email inquiries from customers where cover is at risk through non-payment.
• Identifying and implementing payment solutions (payment deferrals; payment plans) which meet the needs of customers.
• Support customers with non-advice functions such as policy decreases and special event increases.
• Manage the upload and deployment of bulk outbound SMS files daily.
• Monitor daily replacement business applications to identify improved outcomes for customers when replacing insurance.

 Offer of Terms Calling 

• Act as an intermediary between Underwriting and the customer through outlining non-standard terms offered to customers who have applied for insurance.
• Managing outbound and inbound telephone and email inquiries from customers where their application has had non-standard terms applied by underwriting.
• Providing non-advice quotes for cover level revisions
• Manage the upload and deployment of bulk outbound SMS files daily.

Stakeholder Management

• Support operational queries from Strategic alliance partners (WNZL) regarding policy lapse and offer of terms 

About you

You 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:

• A strong understanding of Call Centre dynamics and a formal Customer Service training
• Data entry skills-Consistency and methodology maintained with recording of outcomes and reasons for reporting purposes
• Excel experience at intermediate level
• Knowledge of Fidelity Life and Ex-Tower products, processes, and procedures

About Us

Celebrating 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 whānau. 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!