Resolution & Privacy Specialist

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Deliver consistent and robust solutions for customer privacy and complaints as a Resolutions and Privacy Specialist.

Summary about this job

Other

Company: Sovereign

Location: Auckland

Work type: Full Time

Salary: n\a

Phone: +64-4-117-6122

Fax: +64-6-570-2025

E-mail: n\a

Site:

Detail information about job Resolution & Privacy Specialist. Terms and conditions vacancy

  • Eliminating moments of 'customer friction' | committed to customer experience
  • Excellent professional development and progression opportunities
  • Smales Farm, Takapuna location
Sovereign is the country’s largest life insurer and one of New Zealand’s leading private health insurers, protecting more than 646,000 New Zealanders and their families. In the past financial year, Sovereign paid out more than $350 million to support New Zealanders through illness, allowing them to get access to the best treatment and ensuring their families can continue to pay the bills if the main income earner can’t work or unexpectedly dies. As an employer, Sovereign offers a flexible, inclusive and supportive working environment with opportunities for career growth. There are a wide range of job opportunities available from marketing and finance to technical underwriting and legal services.

Sovereign is no ordinary insurance company. We believe in being the difference in life's moments of truth for our customers.  As a values based organisation we believe in putting people first.  This not only means our customers but our staff and the community at large. The key to success is in our innovative range of products and a focus on delivering a superior service and strong customer engagement.

Our Customer Privacy & Resolutions team is the hub of 'customer' with the purpose of understanding, prioritising and delivering the best customer experience at every opportunity.

Operating within the Customer Privacy & Resolutions team this role assists the Resolutions and Privacy Manager with Sovereign's commitment to customers that they will be treated fairly and listened to, and that we will deliver consistent and robust solutions for customer privacy and complaints.

If you are willing to roll up your sleeves and "do" the doing along with having strong interpersonal skills and attention to detail, and if you are committed to customer experience and passionate about eliminating moments of 'customer friction', then this is the opportunity you have been looking for.

This role involves:

  • Managing Sovereign's Privacy Act request process
  • Assisting with the investigation of escalated complaints, including the preparation of documents for the various stages in Sovereign's complaints process
  • Collating and preparing reports
  • Ensuring complaints and Privacy Act requests are escalated appropriately developing, documenting and improving Sovereign's access request, privacy and complaints processes
  • Championing Sovereign's complaints process
  • Contributing to other projects as required


We're looking for someone with:

  • Strong verbal and written communication skills (essential)
  • Strong attention to detail
  • Ability to build effective relationships & influence others
  • Commitment to high standard of integrity and ethics
  • Financial or insurance services knowledge
  • Some legal experience an advantage though not a prerequisite
  • Up to date knowledge of the most recent privacy regulations (advantageous)
  • Knowledge of Sovereign systems (advantageous)


As part of our stated commitment to diversity and inclusion, we cultivate a flexible and supportive work environment that meets the needs of our people and our business. We welcome applications for this role from candidates seeking flexible working arrangements. 

AIA is proud to welcome Sovereign into the AIA Group. We are excited about the opportunity to significantly transform and expand our presence in the New Zealand market. We expect to deliver highly positive outcomes for our customers as well as our fantastic team of employees and advisers.

 

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