Member Care Consultant

1 week ago

Parramatta, New South Wales, Australia HCF Full time

About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first.

As Australia's largest not-for-profit health fund, we cover over 1.7 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.


About the Role:


Reporting to the Retention Team Leader, the Member Care Consultant - Retention is responsible for maximising outbound and inbound call opportunities to promote HCF Group products and services as they save existing HCF members who have indicated they wish to cancel, and winback members who have left the fund.

The Member Care Consultant - Retention is required to manage member issues and price/product/claim related concerns as key drivers to cancellation calls, with the aim of saving members for the organisation in line with strategic guidelines with an emphasis on reviewing cover

_ Multiple vacancies to fill._

  • Must be open to working Full-Time in the Parramatta Office for the first 3 months for onboarding, training and support. You'll then shift into a hybrid working environment, with a combination of working in the office and working from home, minimum two days in the office
  • Start dates will be either the 4th or 11th of September. We will discuss your preference prior to your interview.

Key Responsibilities:

  • Make and recieve calls to members who have terminated/indicated they wish to cancel with the aim of winning them back to HCF
  • To provide answers to any enquiries in a clear non technical manner
  • Deliver against the call quality guidelines which includes rapport building, effective needs analysis, complaint/objection handling, solution focussed
  • Deliver First Call Resolution (FCR) and endeavour to resolve any issue first time with the aim of retaining the member
  • With Team Leader, analyse individual reports on volumes and results of calls, establish action plans to help build knowledge of both HCF and competitors and skills to increase volumes and conversion rates where necessary
  • Provide outstanding customer service ensuring each customer feels they are important and have been fairly dealt with
  • When required, assist on the inbound support to assist members regarding their policy

About you
In order to be successful in this role you will need to bring the following skills, experience and attributes:

  • Strong commitment to providing outstanding customer service & sales
  • Previous experience in a Call Centre is desirable
  • Desire and commitment to work within a team dedicated to achieving team and individual performance objectives with a key focus on retention
  • Strong understanding and Knowledge of company and competitor products and services
  • Desire to improve develop own skills and knowledge
  • A positive attitude and willingness to embrace change
  • Basic to intermediate computer skills
  • MS Office, Outlook

Culture & Benefits


Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people.

We want to provide you with the skills and tools you need to support your own wellbeing journey, so that you can be at your best.


This includes:

  • 50% subsidy on HCF Private Health Insurance
  • 18 weeks Parental Leave for all new parents
  • Mental Health & Wellbeing programs
  • Discounts to HCF's entire suite of products; Life, Pet and Travel Insurances
Growing your career at HCF is a priority for us.

We fill approximately 40% of our roles internally To support your growth and development we have many learning opportunities internally and externally with study leave and study assistance to further support.

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