Customer Retention Consultant

2 hours ago

Docklands, Australia Medibank Full time

**Will you actively create a healthier future for tomorrow?**

At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.

**The Opportunity**

We are looking for full time Retention Consultants to join our fun Medibank Contact Centre team on a permanent basis.

As a Retention Consultant, your responsibility is to reduce business lapse and minimise membership revenue loss through a range of customer contact initiatives. These activities include both inbound and outbound telephone campaign strategies. You will work on a rotating roster, Monday to Friday 8am to 8pm (AEST). This role is working from home with opportunities for you to work from one of our work sites to foster connection and team engagement.

**Key responsibilities will include**:

- 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
- Contacting customer with non
- financial policies as a result of arrears and/or direct debit failures and implementing a payment strategy or review of cover to ensure customer has a financial policy
- 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
- The delivery of exceptional NPS (Net Promoter Score) for the Customer Retention Team and the organisation

**About You**

To be successful in this role you must have previous experience in a retention or call centre experience. Along with this you will have:

- A positive, compassionate, and empathetic phone manner
- Intermediate to Advanced computer skills and the ability to navigate through multiple systems including Teams and Outlook
- Excellent relationship-building and negotiation skills
- Effective communication when presenting products or services over the phone

**A career with us**

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working - Collaboration, Connection and Concentration - help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.

We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives. To find out more click here.

**To start small and impact bigger.

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