About Us:Fidelity Life is 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. We are dedicated to providing comprehensive financial security solutions that are tailored to meet the diverse needs of our clients. As a leader in our field, we pride ourselves on our commitment to innovation, integrity, and excellence.Role Overview:We are seeking a proactive and dedicated Customer Value Manager to join our team. In this role, you will play a crucial part in helping our customers maintain their protection coverage through life challenges that may impact their ability to pay premiums. You will work closely with financial advisers and internal stakeholders, ensuring a high standard of customer care and adherence to our organizational policies and procedures.Job DescriptionKey Responsibilities:Contacting clients directly to find out why premiums are missed as identified on the various Arrears management sources.Contact 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, allowing them to make an informed decision on keeping policies leveraging the partnership with our advisors.Follow up process for retaining customers to ensure closure of case within reasonable time.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.Organizing and Executing: Systematic planning and execution with a focus on customer satisfaction.Interacting and Presenting: Effective communication and networking with confidence.Supporting and Cooperating: Respectful and cooperative with individuals and teams, aligned with organizational values.Desired Skills and ExperienceWhat we're looking for:Qualifications:Experience in a customer service role, preferably within a similar environment.Formal customer service training.Experience:Risk Insurance exposure and experience is crucial in this role.Understanding of call center dynamics is highly advantageous.Proven track record in delivering positive customer outcomes.Skills:Consistent data entry and reporting methodology.Strong verbal and written communication skills.Intermediate proficiency in Excel.Why Join Us?At Fidelity Life, we offer a supportive and dynamic work environment where you can make a meaningful impact. You'll be part of a dedicated team that values customer-centricity and strives for excellence in everything we do. Fidelity Life is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Apply Now:If you're passionate about customer service and have the skills and experience we're looking for, we'd love to hear from you. Please click apply now and we'll be in touch soon.
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