Claims Consultant

Shannons; Auckland; On-site; NZD 52,000 - 68,000; Full time

Benefits offered by this job

Onboarding & training

Career development

Flexible leave options

Wellbeing allowance

Employee share plan

Supportive team culture

Job summary

Suncorp NZ is seeking a Motor Claims Consultant in Auckland to support customers through motor insurance claims with empathy and expertise. No prior claims experience is required, as comprehensive training and development are provided to help you succeed.

You will handle inquiries via phone, email, and digital channels, guiding lodgement through resolution while upholding high customer service standards and compliance.

Qualifications

• Experience in a customer-focused role is valued.
• Strong communication and the ability to build rapport with diverse customers.
• Empathy and resilience when supporting customers through challenges.
• A proactive, solutions-focused mindset with a can-do attitude.
• Comfort learning new technology and using multiple systems.

Responsibilities

• Be the first point of contact for customers making motor insurance claims.
• Guide customers through the claims process from lodgement to resolution.
• Provide outstanding customer service across phone, email, and digital channels.
• Set clear expectations and keep customers informed to build trust.
• Collaborate with repairers, suppliers, assessors, and internal teams.
• Manage a portfolio of motor claims balancing cost, quality, and speed.
• Make decisions within authority levels and escalate as needed.
• Accurately manage claim information, costs, and payments.
• Identify opportunities to improve processes and customer experiences.
• Champion risk, governance, and compliance standards daily.

Skills

Customer service

Communication skills

Empathy

Proactive mindset

Tech literacy

Organization

Team player

Adaptability

Tools

CRM software

Job description

Looking for more than just another customer service role?

As a Motor Claims Consultant, you'll be there for customers when they need us most. Whether it's after a vehicle accident or unexpected incident, you'll guide customers through the claims process with empathy, professionalism, and confidence.

This is an exciting opportunity to build a long-term career in the insurance industry. You don't need prior claims experience. We're just looking for people with strong customer service skills, a positive attitude, and a genuine passion for helping others. We'll provide the training, support, and development you need to succeed.

Every day brings something different. You'll solve problems, build relationships, make important decisions, and help deliver great outcomes for our customers when it matters most.

What you'll do

• Be the first point of contact for customers making motor insurance claims
• Guide customers through the claims process from lodgement through to resolution
• Provide outstanding customer service across phone, email, and digital channels
• Build trust and confidence by setting clear expectations and keeping customers informed
• Work closely with repairers, suppliers, assessors, and internal teams to achieve positive outcomes
• Manage a portfolio of motor claims while balancing customer needs, quality, and efficiency
• Make decisions within authority levels and identify matters requiring escalation
• Accurately manage claim information, costs, and payments
• Identify opportunities to improve processes and customer experiences
• Champion risk, compliance, and governance standards in your everyday work

What you'll bring

• Experience in a customer-focused role, whether in retail, hospitality, contact centres, banking, insurance, or another service environment
• Strong communication skills and the ability to build rapport with people from all walks of life
• Empathy and resilience when supporting customers through challenging situations
• A proactive, solutions-focused mindset
• Confidence using multiple systems and learning new technology
• Strong organisational skills and attention to detail
• The ability to prioritise work, manage competing demands, and perform well in a fast-paced environment
• A positive attitude and collaborative team approach
• A willingness to learn, grow, and develop a career in claims and insurance

What we can offer you

• A comprehensive onboarding and training programme
• Career pathways and development opportunities across claims and the wider business
• Flexible working arrangements that support work-life balance
• A supportive, inclusive, and high-performing team culture
• Additional flexible leave options
• Discounts on insurance and other employee benefits
• Annual wellbeing allowance to support your health, fitness, or hobbies
• Employee share plan opportunities
• Ongoing learning, coaching, and professional development

Why join us?

At Suncorp NZ, we're proud to help New Zealanders through life's unexpected moments. We know our people make the difference, which is why we're committed to creating an environment where everyone feels valued, supported, and empowered to succeed.

We celebrate diversity and believe we're at our best when our workforce reflects the communities we serve. No matter your background, if you're passionate about helping customers and building a rewarding career, we'd love to hear from you.

If you require adjustments to participate equitably in our recruitment process or workplace, please contact Sophia on, [e-mail] for a confidential conversation.