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Customer Care Consultant - Customer Response And Maintenance

Zurich Financial Services Australia - Brisbane Grove, NSW

Customer Service & Call Centre
Source: uWorkin


Job Summary

Responsible for providing cost effective service to advisers and customers within agreed service levels, quality targets and compliance requirements for requests received via mail, email and telephone channels.

Job Qualifications

Tertiary / Diploma of Financial Services qualifications highly regarded

Job Accountabilities

  • Utilise product, system and process knowledge to respond to customer and adviser enquiries received in writing / email or over the phone across Zurich’s suite of products.
  • Take ownership of and manage the processing of policy / customer alteration requests including but not limited to; client detail changes, banking detail changes, methods / frequency of premium payments, loading of authorities, policy cancellations and first tier complaints resolution
  • Responsible for managing inbound calls from advisers and customers relating to changes to contact / payment details and new business application status updates.
  • Outbound customer retention activity where premiums are outstanding
  • Participation in special projects as required (including basic user acceptance testing & associated administration)
  • Ensuring legislative compliance
  • Organise and action daily work to ensure efficient service delivery
  • Guidance, training, coaching other team members
  • Other duties as requested by team manager

Business Accountabilities

  • Responsible for performing against customer service levels to ensure Zurich fulfils the needs and expectations of customers, advisers and internal stakeholders
  • Responsible for providing a high level of quality in all instances to ensure it meets our customers expectations
  • Contributes to organisational changes to meet the overall goals of any change program
  • Maintain Zurich product, system and process knowledge in order to meet service delivery / efficiency expectations
  • Maintain knowledge of legislative & industry

You are the heart & soul of Zurich!

Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together!

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas. You can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive team.

People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world. We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law.

  • Primary Location: AU - Brisbane
  • Schedule: Full Time
  • Recruiter name: Nicole Pemberton
  • Closing date:

Brisbane Grove, NSW

Customer Service & Call Centre


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