Member Lifecycle Specialist

About nib | Ko Wai Mātou 

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance.  

We believe in “challenging the status quo” and admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our ‘future state’ strategy.  Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team with the following benefits: 

• Free health, life, income protection insurance + discounts for family AND fitness incentives 

• Hybrid work environment: work from home and the Auckland office 

• Join a supportive and dedicated team where you can develop and enhance your career 

• An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents 

• Short term incentive programmes 

About the role | He Aha Te Tūranga  

The Member Lifecycle Specialist plays a key role as a nominated representative in retaining nib members by providing tailored solutions, managing member enquiries, and enhancing customer experience through proactive service and product expertise.

Key Responsibilities: 

• Managing inbound calls from members with questions about their current policy, offering alternative products and payment solutions to retain them. 

• Make outbound calls in response to member email enquiries or requests from the customer care team, including support for members in arrears and annual cover reviews. 

• Identify and support vulnerable members in line with nib’s Vulnerable Member Policy. 

• Achieve individual and team retention targets while delivering exceptional service and identifying cross-sell opportunities. 

• Maintain strong product knowledge and participate in training to ensure quality service and member satisfaction. 

About you | Ko Wai Koe

You are someone who thrives in a service-focused sales environment, ideally with experience in insurance or financial services. You understand the importance of compliance and member satisfaction, and you are passionate about helping people make informed decisions about their cover, without the need for cold calling. 

Key Attributes & Skills: 

• Background in insurance, financial services, and/or a strong understanding of industry regulations and compliance. 

• Passion for consultative sales, with a focus on offering value to existing members. 

• Proven ability to meet personal service targets by delivering high-quality service to members. 

• Strong call handling and process management skills, with a commitment to member satisfaction. 

• Willingness to complete formal training and stay up to date with nib’s products and regulatory obligations. 

• Previous experience as a nominated representative or New Zealand Certificate in Financial Services (Level 5) 

If you're ready to step into a role that will challenge and reward you daily and provide an opportunity to build on your career, then please apply today! 

We embrace an inclusive working environment.  We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate. 

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another.  

Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we’re committed to creating a flexible working environment where you’re free to be you. 

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment.