Service & Retention Consultant Pet Insurance

3 days ago

Brisbane, Queensland, Australia Auto & General Holdings Full time

**Purpose of the Role**

As our new Service & Retention Consultant, you will engage with customers and deliver a high-quality customer experience managing the customer journey, including making decisions on customer enquiries while achieving key performance indicators (KPIs) in a compliant manner in line with organisation values and policies.

**Position Accountabilities**
- Take calls from customers wishing to update or change an existing policy
- Provide support to customers to promptly resolve queries
- Obtain & record information accurately
- Liaising with our claim assessors, and Sales Consultants as required
- Acting as first point of contact for customer complaints and resolve these through providing a resolution

**Knowledge and Experience**:

- Experience in a Call Centre environment favourable, ideally with experience in General Insurance, or Financial Services
- A warm and empathetic attitude along with excellent communication skills
- A keenness to learn and develop
- A drive and passion for results, the ability to produce high quality work and high attention to detail
- A strong team player who works in collaboration with others and actively participates in team discussions and activities in a positive and engaging way

**Our Perks**
- **Location** - Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport.
- **Extra leave** - Enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving** - If you're passionate about a cause, then we are too - we offer workplace giving and we'll dollar match your donations to registered charities.
- **Development opportunities**:

- We're championing your development with internal programs and access to a wide range of online courses.
- **Employee discounts** - You'll receive discounts on Budget Direct insurance products.
- **Reward and recognition** - We reward high performance with employee recognition, reward and incentive schemes.
- **Onsite facilities** - There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- **Get social** - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

**About us**

At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance.**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

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