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Member Retention Specialist
2 months ago
Position Overview
This is a full-time, permanent position where you will serve as the primary contact for members in the contact center. Your main responsibility will be to advocate for HCF Australia’s products and services, assist members who are considering cancellation, and re-engage former members.
Key Responsibilities
- Welcome new members and ensure their accounts are set up accurately.
- Reach out to members expressing intent to leave, aiming to provide support and retain their membership.
- Assist members in understanding and reviewing their coverage options.
- Deliver exceptional customer service with a professional demeanor.
- Participate in training and development programs as necessary.
- Engage in compliance activities related to this role, including required training and meetings.
- Collaborate with HCF to adhere to relevant regulations, including workplace health and safety legislation.
Candidate Profile
The ideal candidate will be proactive, solution-oriented, and possess outstanding customer service abilities. Experience in a contact center, particularly in the private health insurance sector, is preferred. You should demonstrate:
- Proficiency in computer applications, including Outlook, Word, Excel, and CRM systems.
- A positive attitude and a readiness to adapt to change.
- The ability to self-assess and accept constructive feedback.
- A strong commitment to delivering exceptional customer service and sales.
- A desire to work collaboratively within a team focused on achieving retention goals.
- A solid understanding of company and competitor offerings.
About HCF Australia
HCF Australia has a long-standing commitment to community support, having served over 54,000 members. As a not-for-profit health fund, we prioritize providing valuable health coverage and care. Our mission is to support hardworking Australians and their families throughout their health journeys.
Work Environment and Benefits
We prioritize the well-being of our employees and offer various benefits, including:
- 50% subsidy on HCF Private Health Insurance.
- 18 weeks of parental leave for all new parents.
- Mental health and wellness programs.
- Discounts on HCF's range of products, including life, pet, and travel insurance.
We are dedicated to fostering an inclusive and collaborative workplace, ensuring a welcoming environment for all employees, regardless of their unique characteristics.
Next Steps
Potential candidates will undergo background checks prior to employment confirmation. If you require any adjustments during the application or onboarding process, please reach out to our Talent Acquisition team for assistance.
