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Sales & Retention Consultant

2 weeks ago

Brisbane, Australia Insurance Australia Group Full time

**The Role**

We are expanding our highly successful Sales & Service Team and invite motivated and engaged people to join us as Sales & Service Consultants in a Full
- or Part-Time capacity.

Our consultants are nurtured to become genuine insurance experts. As our first point of contact for new customers and trusted custodian of Motor, Home and CTP customers, your key tasks include converting sales enquires and delivering service & retention outcomes through exceptional customer experiences.

You will interact with a wide range of different people with routine through to complex insurance needs. Some customers may be facing challenging or stressful circumstances, requiring you to listen actively, and then help resolve their insurance problems.

Supported by your Leader and other team members, you will work to achieve Key Performance Indicators (KPIs) within a fast-paced role that requires independence, agility, and focus. To help you succeed, we have well-structured systems of working, which will see you navigating complex technology programs and equipment.
- 8:00pm**. Rosters are issued 4 weeks in advance with rostering software allowing you to swap shifts with colleagues.

**_The starting date for these positions will be the 7th October_**, with your IAG journey commencing with a comprehensive, 7-week induction (conducted Full-Time, Monday to Friday and fully paid).

**Key Responsibilities**
- Under time constraints, respond to a high volume of calls (range: 5 - 60 mins duration) to assist new and existing customers with their insurance needs, including the selling of IAG products and services and resolving customer problems
- Offer customer advice and solutions within defined boundaries, including making decisions to escalate or on-refer calls as appropriate
- Work within a rules-based framework that means following strict, detailed policies and procedures, and meeting various compliance and regulatory requirements
- Deliver exceptional customer experiences that foster long standing relationships with IAG
- Establish and maintain mutually supportive and transparent relationships with team members and key internal stakeholders

**Who are we looking for? Qualifications, Knowledge, Skills, Experience, and Attributes**
- Minimum Year 12 Secondary Schooling Certificate (or equivalent competence)
- Previous customer service experience - for example, in contact centres, sales, hospitality, or retail (volunteer role experience included)
- Previous experience in effectively managing challenging customer conversations and resolving complaints and problems empathetically and equitably
- Well-developed rapport building, active listening, and communication skills (written, verbal, and interpersonal)
- Well-developed ability to process and recall information, and concentrate under pressure
- Intermediate computer, software, and other office-technology skills
- Demonstrated ability to work autonomously, meet KPIs, use initiative, and be resourceful
- Highly conscientious, with a level-headed, personable, and mature manner
- Emotionally intelligent, adaptable, and resilient

**Other requirements**
- Flexibility to work from both IAG office and from home (note working from home requires a high-speed internet connection and a private home office that meets OH&S requirements).

**About Us**

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.

**Ready for Anything? Let’s talk.**

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.

IAG Culture story