Customer Engagement Specialist

Resolution Life; Wellington; On-site; NZD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible working arrangements

Learning Platforms

Health and Wellbeing Programs

Job summary

Resolution Life Australasia is seeking a Contact Centre Insurance Consultant to guide members through their insurance journey with clear, empathetic support. Full training is provided and flexible working arrangements are available.

You’ll handle inbound enquiries across policies, process requests accurately, and contribute to a collaborative, high‑performing team focused on quality, compliance and continuous improvement.

Qualifications

• Experience in contact centres, customer service, banking, insurance or financial services.
• Excellent verbal and written communication with clear information.
• Strong attention to detail and accuracy when processing requests.
• Ability to manage priorities in a fast-paced environment.
• Collaborative team player with compliant, high-quality work.

Responsibilities

• Deliver exceptional customer experiences by handling inbound insurance enquiries with professionalism and empathy.
• Process policy transactions and member requests accurately while maintaining compliance and quality.
• Provide clear guidance to help members understand insurance products.

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Multi-system navigation

Job description

About Resolution Life

Resolution Life Australasia is part of the Acenda Group. Acenda Group brings together some of Australia and New Zealand's most trusted life insurance brands. With 176 years of combined heritage and deep expertise across local markets, our Group includes Acenda Life, Resolution Life Australasia and Asteron Life New Zealand.

More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life.

Everything we do is driven by a clear purpose: to help our customers and their families live, save and retire with confidence.

We’re building an inclusive, dynamic and future focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future.

If you’re energised by change and motivated by purpose, this is your moment to make an impact.

The Opportunity

Join a leading organisation as a Contact Centre Insurance Consultant, where you’ll play a key role in helping members navigate their insurance journey with confidence. With multiple permanent opportunities available, this is an exciting chance to build your career in financial services while delivering exceptional customer experiences. You’ll be the first point of contact for member enquiries, providing clear, empathetic, and compliant support, processing policy‑related requests, and helping customers understand the products and services available to them. Full training is provided, with flexible working arrangements available.

In this fast‑paced and rewarding role, you’ll combine strong communication skills, attention to detail, and problem‑solving ability to deliver high‑quality outcomes for members. You’ll confidently manage a variety of enquiries across insurance policies, accurately process transactions, and work across multiple systems while meeting service, quality, and compliance standards. As part of a collaborative and high‑performing team, you’ll also contribute to continuous improvement initiatives, support knowledge sharing, and help create positive member experiences that balance efficiency with genuine care.

We’re looking for customer‑focused professionals with experience in a contact centre, insurance, or broader financial services environment who thrive in dynamic settings and enjoy making a difference. If you’re an excellent communicator, enjoy solving problems, can manage competing priorities, and are passionate about delivering outstanding service, this is an opportunity to join a supportive team that values development, collaboration, and long‑term career growth.

How will you make an impact?

• Deliver exceptional customer experiences by handling inbound insurance enquiries with professionalism, empathy, and confidence.
• Accurately process policy transactions and member requests while maintaining compliance, quality, and service standards.
• Provide clear and easy‑to‑understand guidance that helps members make informed decisions about their insurance products.
• Resolve member issues efficiently, identifying solutions and escalating complex matters when required.
• Manage high‑volume workloads across multiple systems while maintaining accuracy and attention to detail.
• Build trust with members by protecting privacy, maintaining confidentiality, and ensuring positive outcomes in every interaction.
• Contribute to team performance objectives by consistently achieving call quality, productivity, and service level targets.
• Share ideas and insights that improve processes, enhance operational efficiency, and reduce risk.
• Support a collaborative team culture through knowledge sharing, cross‑skilling, and peer support.
• Continuously develop your product, system, and industry knowledge to deliver outstanding service and expertise.

About you

To be successful in this role, you will demonstrate the following:

• Previous experience in a contact centre, customer service, banking, insurance, or broader financial services environment.
• A passionate customer advocate who is committed to delivering exceptional service and positive member outcomes.
• Excellent verbal and written communication skills, with the ability to explain complex information in a clear and confident manner.
• Strong attention to detail and accuracy when processing member requests and maintaining data integrity.
• Ability to manage competing priorities and perform effectively in a fast‑paced, high‑volume environment.
• A proactive problem solver who can assess situations, make sound decisions, and identify appropriate solutions.
• Comfortable navigating multiple systems and digital tools while managing customer interactions efficiently.
• Resilient, adaptable, and capable of maintaining a professional approach in challenging situations.
• A collaborative team player who enjoys sharing knowledge and contributing to a positive team culture.
• Demonstrated commitment to compliance, confidentiality, and delivering high quality work standards.

Why Join Us?

At Resolution Life Australasia, we provide a flexible work environment and access to a range of employee benefits that will support you both personally and professionally including:

• Career pathways, including local and global mobility opportunities
• Leading Learning Platforms and support in professional development
• Health and Wellbeing Programs

Accessibility and Checks

Before commencing employment in this role, you will need to provide two references, full working rights and complete police and credit checks through an online provider. As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at .

Privacy Policy

Please refer to our Privacy Policy to learn about how we use the information you give us, alternatively you can view the same information by navigating to the page https://www.resolutionlife.com.au/privacy.