Underwriting and Customer Support

Initio Insurance; Hamilton; On-site; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Yoga on Thursdays

Massage program

Table tennis

Central Hamilton office

Free coffee and snacks

Friendly team

Job summary

Initio Insurance in Hamilton seeks a friendly, confident Underwriting & Customer Support team member. You’ll handle enquiries via phone, live chat, and digital channels while supporting underwriting activities such as new business, endorsements, renewals, and cancellations.

You’ll collaborate with underwriting, claims, and business development to ensure timely outcomes and prevent anything from slipping through the cracks. This is a full-time role in a digital-first team.

Qualifications

• Experience in underwriting support, broker support, or insurance customer service.
• Understanding of how an underwriting agency operates.
• Strong written and spoken communication.

Responsibilities

• Handle enquiries via phone, live chat, and digital channels.
• Support underwriting across personal lines (new business, endorsements, renewals, cancellations).
• Liaise with underwriters and third-party brokers to progress queries.
• Follow up on expiring policies and outstanding information.
• Process policy changes, refunds, and admin tasks.
• Provide claims support and direct queries as needed.
• Assist with website content updates, platform testing, and system checks.
• Contribute to broader operational tasks as needed.

Skills

Underwriting support

Broker support

Insurance customer service

Clear communication

Organisational skills

Tech-friendly

Team-first attitude

Tools

Zendesk

Digital tools

Job description

We’re looking for afriendly, confident Underwriting & Customer Supportteam member to join the team at initio.

You’ll be right at the centre of our business — supporting customers and brokers, keeping policies moving, and helping make insurance simple, clear, and easy to deal with.

This isn’t your typical insurance support role. We do things differently at initio — we’re digital, we’re fast, and we’re focused on making insurance better. That means fewer manual processes, more human conversations, and smart tech doing the heavy lifting.

About the role:

This is a full-time role combiningunderwriting support and customer service. You’ll handle enquiries across phone, live chat, and digital channels, while supporting underwriting activities such as new business, endorsements, renewals, and cancellations.

You’ll work closely with our underwriting, claims, and business development teams to make sure customers and brokers get timely, accurate outcomes — and that nothing falls through the cracks.

What you'll be doing:

• Managing customer and broker enquiries via phone, live chat, and Zendesk
• Supporting underwriting across personal lines policies (new business, endorsements, renewals, and cancellations)
• Liaising with underwriters and third-party brokers to progress and resolve queries
• Following up on expiring policies and outstanding information
• Processing policy changes, refunds, and general administration
• Providing claims support when required and directing queries appropriately
• Assisting with website content updates, platform testing, and system checks
• Pitching in with wider operational and admin tasks as needed

What you bring to the table:

• Experience in underwriting support, broker support, or insurance customer service
• A good understanding of how an underwriting agency operates
• Clear, confident communication — you’re great on the phone and in writing
• Strong organisational skills and attention to detail
• Tech-friendly and happy working in a digital-first environment
• A proactive, team-first attitude — you’re someone who just gets stuck in

What we’re offering:

• A genuinely different take on insurance
• Tools that make your job easier (not harder)
• A flat, friendly team where you can have input and make change
• Ongoing training and development
• Yoga on Thursdays
• Quarterly in-office massages
• Table tennis, pool table, and golf sim
• Central Hamilton office with coffee, snacks, and drinks (and cheeseburgers on Fridays)
• A workplace where people actually like each other