Claims Customer Service Consultant
Southern Cross
About us
Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive.
Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.
About the role
We’re excited to be recruiting for our next intake of Claims Customer Service Consultants to join our Contact Centre whānau.
In this role, you’ll be the reassuring voice and trusted guide for our members, helping them understand their healthcare treatment eligibility under their health insurance plans. You’ll work alongside an award-winning team — proud winners of the 2025 Reader’s Digest Quality Service Award — who are supportive, engaged, and genuinely enjoy working together.
Our team celebrates wins, supports one another, and brings their whole selves to work while delivering outstanding service to our members.
Role details
- Type: Permanent, full-time (You must be a New Zealand Resident, New Zealand Citizen, or Australian Citizen to apply)
- Start date: 19 January 2027
- Hours: Monday to Friday, between 8.00am – 5.30pm
- Location: Te Kupenga – Auckland (This role is Auckland-based remote options are not available)
- Onboarding & training: You’ll receive a comprehensive five-week training programme, followed by ongoing mentoring and support to set you up for success.
What you’ll be doing
- Supporting members via phone and digital channels with enquiries about treatment eligibility
- Gathering information, researching policies, and assessing claims to deliver clear, confident decisions
- Keeping up to date with policy, product, and process changes
- Accurately recording enquiry details and outcomes across our systems
- Playing an active role in a collaborative, high-performing team
About you
You’ll thrive in this role if you:
- Are customer-focused, empathetic, and genuinely enjoy helping people
- Communicate clearly and confidently, with a warm and friendly manner
- Bring a positive outlook and growth mindset
- Are resilient, agile, and self-aware
- Are motivated to achieve goals and continuously improve
- Respect confidentiality and handle sensitive information with care
- Contact centre or medical experience is advantageous but not required. We’re seeking people with the right attitude and values—those who genuinely enjoy helping others.
Please note: We are also recruiting for Customer Service Consultant opportunities. To avoid duplicate applications, please apply for only one position. If you progress through the recruitment process, we'll discuss both roles with you and determine which opportunity is the best fit for you.
What’s in it for you?
In return for your talent, you’ll receive a generous benefits package, including:
- Five days of wellbeing leave plus one paid volunteer day each year
- Hybrid ways of working to support work, team, and individual needs
- A comprehensive induction and structured development pathway
- Remuneration increases as you progress through our Development Pathway Programme
- Fully subsidised medical insurance for you and your immediate whānau
- Life insurance cover and discounts on pet and travel insurance
- Additional parental leave benefits and financial wellbeing support
- The option to purchase flexi leave
- Access to a leading workplace wellbeing programme that is tailored to your unique wellbeing journey and be rewarded up-to $1000 every year
Our Values and Our Commitment to Inclusion
Ngākau nui. Āhurutanga. Tikanga.
Always there. Always real. Always true.
If you thrive in a caring, honest, and open culture, you’ll feel right at home with us.
We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee‑led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support networks.
If you share our commitment and passion, we'd love to hear from you.