Fidelity Life is a leading insurance provider dedicated to delivering exceptional service and innovative solutions.
We pride ourselves on our commitment to integrity, efficiency, and customer satisfaction.
Job DescriptionRole Overview: Our Customer Value Managers help customers keep their protection through life challenges that impact their ability to pay premiums.
This is done in partnership with advisers and internal stakeholders, ensuring a strong customer focus by taking ownership and delivering quality first time, with the right decisions and within the agreed service standards.
Position: Customer Value Manager
Type: Permanent Full Time
Location: Auckland CBD, Fanshawe St
Hours: Monday to Friday, 8:30 am – 5:00 pm (Flexible working options available post-training)
Eligibility: Must be a NZ Resident or NZ/AUS Citizen to apply
Key Responsibilities: Proactive Retention of Policies: Retain Fidelity Life, NZHL, and ex-Tower policies by contacting clients directly to understand why premiums are missed and assisting in retaining policies.Collaboration with Advisors: Work closely with advisors to encourage and assist their contact with customers, providing necessary information to help customers make informed decisions about their policies.Customer Records Management: Update customer records and maintain accurate spreadsheets with customer details, outcomes, and reasons for missed premiums.Responding to Queries: Address internal and external queries regarding system-generated letters/emails and ensure all contact with clients and advisors is recorded in relevant systems.Workflow Management: Prepare work for a self-allocation model, manage workflow effectively, and ensure timely closure of cases.Reporting and Trend Analysis: Record and report key information regarding trends to the Customer Care manager and provide insights for continuous improvement.Desired Skills and ExperienceWhat We're Looking For: Qualifications: Bachelor's degree in Business, Marketing, or a related field.Experience: Minimum of 5 years experience in customer service - contact center background highly desired.
Proven results in delivering great customer outcomes.Skills:Strong analytical skills and the ability to translate data into actionable insights.Excellent communication and interpersonal skills.Proactive and results-oriented mindset.Ability to work effectively in a team-oriented environment.Proficiency in CRM software and other relevant tools.Why Join Us? At Fidelity Life, you will have the opportunity to make a significant impact while working in a dynamic and supportive environment.
We offer competitive salaries, professional growth opportunities, and a commitment to a positive work culture.
Apply Now: If you are ready to take on this exciting challenge and meet the qualifications above, we want to hear from you!
Please apply now and we will be in touch soon.
Fidelity Life is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
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