Participant Experience Specialist

1 week ago

Melbourne, Victoria, Australia beBeeRetention Full time $99,544 - $109,935
About the Role

The Participant Experience Specialist plays a pivotal role in fostering an exceptional participant experience through building trusted relationships with participants and their providers. This specialist works to understand the participants' support needs, address concerns, and proactively prevent lapse.

Key Responsibilities
  • Develop and maintain positive and collaborative relationships with participants and providers.
  • Proactively monitor participant budget position and alert participants of potential under or over utilisation of funding.
  • Assist participants in managing their budgets effectively and access additional support if required.
  • Follow up on participant offboarding requests with tailored efforts to reduce lapses by understanding drivers and offering solutions.
  • Implement effective retention strategies, including upselling and cross-selling relevant products or services that align with participants preferences and requirements.
About You

The ideal candidate will bring experience from a customer-focused role or similar, with a passion for delivering exceptional service. You thrive on providing innovative solutions, de-escalating challenging situations with empathy, and seizing every opportunity to build meaningful, long-term relationships.

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