About Us:
Fidelity Life is New Zealand’s largest locally owned and operated life insurer. We’re proud to be part of New Zealand’s Growth Story, protecting the way of life for New Zealanders for over 50 years. Our success contributes directly to the country’s growth—through our shareholders, customers, and people—making us a unique player in the market. We’re committed to delivering exceptional service and invite you to join our team and make a meaningful impact.
Role Overview:
As a Senior Customer Solutions and Advocacy Specialist, reporting to the Senior Manager – Customer Solutions and Advocacy, you’ll be responsible for managing complaints across all areas of the business, with a focus on Claims and complex disputes. You’ll use your technical expertise in insurance and complaints handling, along with your empathy and communication skills, to deliver a world-class customer experience—turning complaints into opportunities for advocacy.
Job Description
Key Responsibilities:
Complaint Management: Review, manage, and resolve complaints from start to finish in line with Fidelity Life’s values, industry standards, and regulatory guidelines.
Technical Evaluation: Prepare formal documentation including decision letters, settlement terms, and Ombudsman correspondence.
Customer Advocacy: Apply empathy and listening skills to deliver tailored, high-quality experiences for each customer.
Process Improvement: Identify and escalate customer irritants and process gaps to drive continuous improvement.
Record Keeping: Maintain accurate and compliant records of all complaints, ensuring privacy obligations are met.
Stakeholder Engagement: Build strong relationships with internal teams and external stakeholders including IFSO and regulators.
Root Cause Analysis: Support insights-driven change by connecting complaint patterns with business actions.
Mentorship & Training: Mentor team members and support training initiatives across front line teams, and in particular the Claims and Underwriting areas.
Desired Skills and Experience
What We’re Looking For:
Essential:
3–5+ years of experience in insurance claims, dispute resolution, and complaints handling.
Solid understanding of the financial services regulatory environment.
Excellent written and verbal communication skills.
Strong relationship-building, influencing, and negotiation skills.
High attention to detail and resilience under pressure.
Desirable:
Legal background or experience in formal dispute resolution.
Familiarity with industry codes of practice and complaints handling standards.
Digital fluency and a collaborative mindset.
Why Join Us?
At Fidelity Life, we believe in empowering our people through development opportunities, a supportive team culture, and meaningful work that makes a difference. If you’re passionate about delivering great service and want to grow your career in a purpose-driven organisation, we’d love to hear from you.
Apply Now:
Please apply with your CV and a cover letter telling us why you’d be a great fit for this role. We look forward to connecting with you.
Fidelity Life is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Recruitment agencies: Please be aware that we have established partnerships with a small number of preferred suppliers and will not engage with unsolicited communication from agencies outside of this pool.
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