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May

Customer Care Consultant - Customer Response And Maintenance

Zurich Financial Services Australia - Brisbane Grove, NSW

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

Job Summary

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

Job Qualifications

  • Ability to understand customer’s needs coupled with an interest in life insurance.
  • A solutions focused approach to assist customers.
  • Proven success in a customer service oriented role.

Job Accountabilities

  • Take ownership of customer and adviser requests / issues and follow through to ensure customer satisfaction.
  • 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
  • Manage inbound calls from advisers and customers relating to changes to contact / payment details and new business application status updates.
  • Manage suspense management activities in relation to new business applications receivedbut not accepted by Underwriting – Further Requirements, NPW’s and Declines
  • Provide triage service on requests received in Salesforce CRM.
  • In force T-NPS survey close the loop calls to customers
  • Outbound customer retention activity where premiums are outstanding.
  • Participation in special projects as required (including basic user acceptance testing & associated administration)

Business Accountabilities



  • Perform 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 changes relating to Zurich’s product groups.
  • Promote ethical and proper business practices to ensure Zurich complies with all industry regulations, laws and internal standards
  • Working at all times in accordance with Zurich procedures, policies and process and controls and ensuring compliance across the business area.
  • Ensuring appropriate governance and controls in accordance with predefined compliance requirements.

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.

  • Location(s): AU - Brisbane
  • Remote working:
  • Schedule: Full Time
  • Recruiter name: Nicole Pemberton
  • Closing date:

Brisbane Grove, NSW

Customer Service & Call Centre




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