Member Care Consultant Retention
- Be the first point of contact for members considering policy changes or cancellations.
- Manage inbound and outbound member enquiries with a focus on retention.
- Provide exceptional customer service and support to members in various circumstances.
Customer Service Consultant
Your new company
Join one of Australia's leading health insurance providers, dedicated to delivering exceptional service and support to its members. With a strong focus on employee development, collaboration and customer outcomes, this is an opportunity to build a long-term career within a respected and stable organisation.
Your new role
As a Customer Care & Retention Consultant, you will be the first point of contact for members who are considering cancelling, reviewing or changing their health insurance policy. You'll play a key role in understanding member needs, resolving concerns and delivering positive outcomes through exceptional customer service.
Key responsibilities include:
- Managing inbound and outbound member enquiries
- Assisting members with policy reviews, retention conversations and general enquiries
- Handling objections and complaints professionally and empathetically
- Supporting members experiencing financial hardship or vulnerable circumstances
- Accurately documenting conversations and maintaining detailed records
- Working across systems including Salesforce and Genesys
This is a fast-paced contact centre environment, with approximately 30 calls per day and an average handling time of 15 minutes.
What you'll need to succeed
- Previous customer service or contact centre experience
- Excellent verbal and written communication skills
- Strong empathy and the ability to build rapport with a diverse range of customers
- Confidence handling difficult or sensitive conversations
- The ability to talk and type simultaneously while taking accurate notes
- Strong attention to detail and problem-solving skills
- Experience with CRM systems is highly regarded
What you'll get in return
- $71,434 + Super (inclusive of 9.5% shift loading)
- Permanent full-time opportunity
- Comprehensive onboarding and training program
- Hybrid working model following training
- Ongoing coaching, monthly development sessions and leadership support
- Career progression opportunities within a leading organisation
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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