Customer Care Specialist

Fidelity Life is New Zealand's largest locally owned and operated life insurer.

We're committed to delivering exceptional service to our customers and supporting our people to thrive.

Our purpose is to protect New Zealanders' way of life, and we do that by putting people first—whether they're customers, advisers, or our own team.

Role Overview

As a Customer Care Specialist, you'll be part of a collaborative operations team focused on providing outstanding customer service.

You'll do this by managing / resolving customers' queries via appropriate channels, ensuring prompt time turnaround service standards, maintaining knowledge of our products and services, obtaining customer feedback and being flexible without compromising current high standards, with the aim of being the preferred provider of life and disability cover in NZ.

This is a permanent, full-time role, based in our Auckland CBD office with flexible working arrangements available.

Job Description

Key Responsibilities

Process all Customer Care tasks as required daily in a timely, accurate and complete manner

Ensures accurate and timely record keeping is delivered at all times so as to have a clear record of all inbound and outbound interactions

Ensures all Customer Care policies and procedures are adhered to at all times

Supports the work of the team by effectively contributing to all Customer care workstreams

Desired Skills and Experience

What We're Looking For

Experience within Customer Services in a similar role and environment, with a strong understanding of Call Centre dynamic

Experience in life insurance or financial services

Good verbal and written communication skills

Ability to build relationships with customers and staff

Ability to prioritise work and deliver to deadlines while maintaining accuracy.

Why Join Us?

At Fidelity Life, we believe in empowering our people through development opportunities, a supportive team culture, and meaningful work that makes a difference.

If you're passionate about delivering great service and want to grow your career in a purpose-driven organisation, we'd love to hear from you.

Apply Now

Please apply with your CV and a cover letter telling us why you'd be a great fit for this role.

We look forward to connecting with you.

Fidelity Life is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Recruitment agencies : Please be aware that we have established partnerships with a small number of preferred suppliers and will not engage with unsolicited communication from agencies outside of this pool.

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