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Member Care Consultant

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Parramatta, Australia HCF Full time

**The Role**

Our Customer Care Consultants are instrumental in managing the customer experience for HCF Members to ensure that they always receive a personal and exceptional service. Working within a contact centre to clear targets, you will be responsible for providing outstanding service to our members and to promote HCF products and services.

You will:

- engage with customers with interest and empathy
- communicate effectively to identify customers needs
- resolve any concerns in a seamless customer experience including the appropriate handling of customers in vulnerable circumstances
- identify and investigate member pain points or complaints
- manage expectations and aim to provide best possible outcomes for your customers

Contact centre hours of operation are Monday to Friday 8am to 8pm and Saturday 9am to 5pm.

Permanent, full time vacancies with rotating and fixed shift times available. Interviews will be held on Tuesday 29 October at Parramatta.

**Training**

Please note that training will be for a period of 3 months. See details below:

- 5 days a week, Monday to Friday
- During the training period, shift time is 8:45am - 5pm
- Training will be facilitated in our Parramatta contact centre
- After training is complete, you will transition to the chosen rotating/fixed shift pattern.

You are required to work in the office for the first 4 months from start date, after which you will transition to a hybrid working model (minimum 2 days in the office).

**About You**:
Someone who possess a positive, enthusiastic and collaborative work ethic. We pride ourselves on maintaining a positive, fun, and collaborative working culture whilst ensuring we provide our members a professional and efficient service.

To be successful you will demonstrate:

- Outstanding verbal and written communication skills
- An interest in health insurance
- Previous experience in promotion of products and services
- Solutions focused with a positive and resilient outlook
- Ability of handling and owning those challenging calls
- Comfortable with set KPIs and targets
- Strong work ethic, taking pride in each and every call

**About HCF**

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

At HCF, we are dedicated to fostering an inclusive and collaborative work environment that upholds our core values. We look for the human in each other and use that to guide what we do and how we do it. HCF takes pride in our diverse workforce and inclusive workplace culture, and we celebrate the richness of perspectives brought by individuals with different backgrounds and experiences, including age, ethnicity, cultural or spiritual background, gender identity, disability, education, and socio-economic status.

**Culture & Benefits**
- Purpose-driven passion_
At HCF, we’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

W_ellness and work-life balance_
We’ll empower you with the necessary skills and tools to support your personal wellbeing 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 and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at 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. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

**Next steps