Customer Service Officer

5 months ago

Parramatta, Australia HCF Full time

**About The Role**

Join HCF’s Membership team as Customer Service Officer - Onboarding & Cancellations. In this role you will provide a high level of customer service and positive experience to our valued members. Your role will be to maintain membership and payment records for direct debit transactions and refunds.

As Customer Service Officer you will provide a high standard of service to our members, covering their contributions and maintaining membership record.

**This is a 12 month fixed-term contract, based in Parramatta. This role will be based in the office full-time to start, with the opportunity for hybrid working.**

**Responsibilities**

Ensure that HCF policies and procedures are followed and data accurately updated on the system for all of the following processes:

- Upgrades / downgrades
- Change of personal details
- Change of bank details
- Suspensions / Resumptions
- Transfers from other payment methods
- Refunds
- Cancellations
- Processing of Clearance certificates manually and through the automated process
- Follow up of Clearance certificates from other funds
- Processing discrepancy reports
- Issuing of Life certificates and other requested forms and statements

**About you**

You will have excellent customer service skills,** high accuracy levels and experience working in a high-volume environment.** Previous experience in a high-volume call centre with data entry / administration is required.
- Experience / knowledge of health insurance, private health insurance and healthcare will be highly regarded._

You will be self-motivated with high personal accountability. You will be a team player with the desire and commitment to provide excellent customer service.
- Good verbal and written communication skills
- Good accounting skills
- Ability to perform required tasks with mínimal supervision
- Basic computer skills
- Ability to set and work to own priorities
- Organisational skills
- Ability to handle difficult interactions with members with composure
- Time Management

**Culture & Benefits**
- Purpose-Driven Passion_ - We are united by a common purpose - to make healthcare affordable, understandable, high quality and member-centric.
- Wellness and Work-Life Balance - _We’ll equip you with the necessary skills and tools to support your personal well-being journey, ensuring you perform at your best. Our offerings include:

- **50% subsidy on HCF Hospital and/or Extras Cover**.
- **18 Weeks of Parental Leave** for all new parents
- **Mental Health & Wellbeing Programs**, including workshops, fitness classes, flu vaccinations, skin checks and more
- **Discounts on HCF’s entire suite of products**, including Life, Pet and Travel Insurance, as well as Fitness First gyms and on our Eyecare products.
- Collaboration and Inclusivity - _We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education, and socio-economic status.
- Continuous Learning and Growth - _We believe in lifelong learning. Our organization provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage growth and curiosity.

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