Sales & Retention Consultant

3 weeks ago

Brisbane, Australia Insurance Australia Group Full time

**READY FOR ANYTHING**

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a 'ready for anything' mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.

**About your role**

We are expanding our team and warmly invite you to be nurtured into a genuine insurance expert. As our first point of contact for new customers, and trusted custodian of existing Motor, Home and CTP customers, your Sales & Service Consultant key tasks include converting sales enquiries and delivering service and retention outcomes through exceptional customer experiences.

In this fast-paced role, you will interact with many different people with routine to complex insurance needs. Some customers may be facing stressful circumstances, requiring you to listen actively, and then help resolve their insurance problems. An agile, focussed, and independent individual, you will be supported to achieve Key Performance Indicators (KPIs) with well-structured systems of working, great technology, and a friendly supervision and co-worker team.

The starting date for these positions will be the 17th February 2023, with your IAG journey commencing with a comprehensive, 7-week full-time induction (fully paid, 8:30am - 4:00pm).

**Key Responsibilities**
- Respond to a high volume of timed calls to assist new and existing customers with their insurance needs, selling IAG products & services, and resolving customer problems
- Work within a rules-based framework defined by detailed policies and procedures to offer customer advice and solutions, including escalating or on-referring calls as appropriate
- Adhere to compliance and regulatory requirements while delivering exceptional customer experiences
- Establish and maintain mutually supportive and transparent relationships with customers, team members, and key internal stakeholders

**Who are we looking for? Qualifications, Knowledge, Skills, Experience, and Attributes**
- Previous customer service experience, including managing challenging customer conversations and resolving complaints and problems
- Well-developed rapport building, active listening, and communication skills
- Intermediate computer, software, and other office-technology skills
- Demonstrated ability to process and recall information, multi-task, and concentrate under pressure
- Demonstrated ability to work autonomously, learn, and meet KPIs
- Highly conscientious, emotionally intelligent, adaptable, and resilient

**Ready for Anything? We would love the opportunity to learn more about you**

IAG rewards and recognises its people with generous benefits, career development opportunities and real work-life balance. Employees enjoy 13% superannuation, up to 50% insurance discounts, flexible work and leave options, generous parental leave and return to work programs, various corporate partner discounts, and a people-focused culture that celebrates achievements big and small.

IAG has committed to the reconciliation movement in Australia for First Nations people and focus on providing a safe and supportive work environment for all our employees. We encourage people that identify as Aboriginal or Torres Strait islander to consider this opportunity. More information on our Reconciliation Action Plan can be found on our company website.

The IAG way

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