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Customer Retention Consultants Medibank

4 months ago

Melbourne, Australia DFP Recruitment Services Full time

**Job description**:

- **Flexible team environment within a dynamic culture**:

- ** Career development opportunities**:

- **100% Work from Home**

**About DFP**

**About the Employer**:
Established in 1840, we’re Australia’s first member-owned wellbeing company, delivering health, wealth, and care services to more than 700,000 Australians. Today, while we’ve grown to a company of more than 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members, and the community.

We support your Real Wellbeing so you can better support our members’ and customers’ wellbeing journey

**About the Role**:
**Your primary responsibility will be supporting the overall growth of the health fund.**

Our Centre supports both inbound & outbound calling, which will enable you to connect with members in a customer centric model to support members in understanding the value of health insurance and why our client is the right health fund for them. Your strong customer service ethos, working with our client’s value proposition will enable you to make recommendations that suit their needs at different stages of their lives. This role will enable you to connect with our current member base and identify how we create value as a member.

The Customer Retention Team is charged with the responsibility of assisting customers buy health insurance and minimise membership revenue loss through a range of customer contact initiatives. These activities include both inbound and outbound telephone campaign strategies to
- Reduce the number of customers who are switching their health insurance to a competitor
- Reduce the number of customers who are planning to drop out of PHI altogether
- Supporting customers with their cover review needs through conducting an in-depth analysis of their needs and making cover recommendations that support their health needs at different stages of life
- Assisting Overseas visitor customers in purchasing health insurance and proactively retaining them through service

Every call you take will be a unique experience, one driven by ensuring we deliver exceptional customer service, effecting questioning and completing a need analysis. Don't stress about needing to know the ins and outs of health insurance, we will get you up to speed with this in training, the main thing is that you are an eager to learn, then can retain and relay the information correctly.

This role is predominantly working from home with the flexibility to go into the head office, working rotating roster working between the hours of 8am-8pm AEST across Monday to Friday.

**About You**:
**You will be a people-person who enjoys a motivated team environment. You will thrive in a busy, and sometimes unpredictable, environment, enabling you to use your excellent customer service skills. Along with this, you’ll have skills and experience in the following**:

- Proven customer service skills, ideally in a contact centre environment
- The ability to quickly build rapport and convey empathy over the phone.
- Skilled in sales and objection handling - Retention
- Strong computer skills & the ability to work across a range of computer systems
- Experience working towards targets/KPI's
- Ability to identify complex problems and break them down into simple components
- A team player - wants to be part of a high performing team but understands that individual performance is critical
- Previous experience in working from home
- Demonstrated analytical and problem-solving skills
- Understanding of compliance and regulative issues
- Hunger to want to grow and develop - opportunity to progress and build on your skill set are endless for the right people

**You will have a reliable and fast broadband service (NBN or ADSL) & be confident in using various IT software. All necessary equipment for the role will be provided by our client if required.**

**What’s on Offer**:
Be part of a supportive, tight knit team where your aim is to build & maintain relationships with existing members health insurance by providing exceptional customer service.

In return for your hard work, you will enjoy a range of great employee benefits and rewards including:

- Competitive Remuneration and variable bonus
- A range of attractive product and service discounts from our clients Retail and Wealth Management portfolio - including health insurance and banking products
- Flexible Working Arrangements including Work-From-Home days with a real work-life balance
- Available access to LinkedIn Learning courses through our great Learning platform
- Additional paid Wellbeing and Volunteer leave days yearly
- Please note that our client requests employees to be fully vaccinated for COVID 19. _

Note: You may be required to provide evidence of your COVID-19 vaccination status.
- Health insurance