Motor Claims Specialist — Empathy, Solutions & Growth

Suncorp; Auckland; Hybrid; NZD 60,000 - 75,000; Full time

Benefits offered by this job

Comprehensive onboarding and training

Career development opportunities

Flexible working arrangements

Inclusive team culture

Flexible leave options

Insurance discounts

Wellbeing allowance

Employee share plan

Ongoing coaching and development

Job summary

Suncorp NZ is seeking a Motor Claims Consultant to support customers after vehicle incidents. You will guide customers through the claims process with empathy and professionalism, using multiple channels to deliver outstanding service.

Training and development are provided to build a long-term career in insurance. Ideal candidates have strong customer service skills, a positive attitude and a willingness to learn, with the ability to manage a diverse portfolio while maintaining high quality and

Qualifications

• Strong customer service background across any service environment (retail, hospitality, contact centres, banking, insurance).
• Excellent communication skills and ability to build rapport with diverse customers.
• Empathy and resilience when helping customers through challenging situations.
• Proactive, solutions-focused mindset with a can-do attitude.
• Comfort with learning new systems and processes.

Responsibilities

• Be the first point of contact for customers making motor insurance claims.
• Guide customers through lodgement to resolution of claims.
• Provide outstanding service across phone, email, and digital channels.
• Set clear expectations and keep customers informed throughout the process.
• Collaborate with repairers, suppliers, assessors and internal teams to achieve positive outcomes.
• Manage a portfolio of motor claims balancing customer needs, quality, and efficiency.
• Identify matters requiring escalation and act within authority levels.
• Accurately manage claim information, costs, and payments.
• Suggest process improvements to enhance customer experiences.
• Champion risk, compliance, and governance standards in daily work.

Skills

Customer service

Communication

Empathy

Resilience

Proactive mindset

Organisational skills

Time management

Team player

Willing to learn

Job description

Suncorp NZ is seeking a Motor Claims Consultant to support customers after vehicle incidents. You will guide customers through the claims process with empathy and professionalism, using multiple channels to deliver outstanding service.

Training and development are provided to build a long-term career in insurance. Ideal candidates have strong customer service skills, a positive attitude and a willingness to learn, with the ability to manage a diverse portfolio while maintaining high quality and