Customer Care Consultant

What you do: The Customer Care team is a telephone based team who assist our intermediaries and customers in the quoting, sale and administration of our policies. This is an important customer facing team who are charged with delivering exceptional customer service, advice and support to our partners and customers. As an effective team member you will be highly knowledgeable about our products, systems and processes. As part of this team, you will also: •            Assist in matters related to medical assessments and claims •            Complete medical assessments using the appropriate systems •            Other tasks as directed by the team leader or management team. Your key responsibilities include:

• Manage queries, requests, and complaints from customers to ensure exceptional levels of customer service are maintained.
• Provide quotations and issue policies and documentation to customers.
• Process medical assessments using on-line system.
• Undertake allocated tasks to ensure these are completed accurately and within agreed deadlines and guidelines.
• Process work to ensure:
  • underwriting rules and guidelines are adhered to,
  • the correct pricing, wording, underwriter and client systems are being utilised,
  • policy wordings are quoted at all times when responding to queries,
  • client expectations are met, and
  • underwriting profitability is optimised.
• Assisting with any other duties as directed by the Customer Care Team Leader.

• Ensure all policy authorisation is within such limits as may be established by the Customer Care Team Leader and within the documented operating procedures of the Company.
• Ensure requests for changes to policy or standard operating procedures are reviewed and approved by the Customer Care Team Leader.
• Ensure Underwriting Licence authorities are adhered to at all times and
• escalate any situations outside of such authority to the Customer Care Team Leader or Management for authorisation.

• Identify and escalate queries, requests and complaints beyond expertise and/or authority limits to ensure process adherence, customer satisfaction, protection of the Allianz Partners or associated brands and minimisation of  underwriting risk.

• Identify opportunities to improve systems and processes and participate in  their testing in order to contribute to the overall efficiency and cost effectiveness of the sales support function.

• Desirable to have a sound knowledge of travel insurance products and systems
• An understanding of the legal and regulatory requirements affecting insurance practices
• Policy interpretation and application, including a wide variety of travel  insurance wordings is desirable
• Intermediate skills in Microsoft Office Suite including Outlook, Excel and Word
• Language skills to speak Mandarin would be highly beneficial
• Willingness and initiative to ensure continued self-development and currency within insurance field
• Displays exceptional attention to detail, and has the ability to analyse
• information to identify problems and develop appropriate solutions.
• Proven high level interpersonal, verbal and written communication skills;
• A demonstrated ability to develop and maintain effective relationships with internal and external clients and business partners either from a customer service, hospitality or call centre background.
• Telephone skills and the ability to appropriately manage a diverse range of personality types and situations
• Professional appearance and demeanour
• Positive, “can-do” attitude
• Good work ethic