Motor Claims Advisor | Customer Care & Resolution

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

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.