Member Specialist, Lifecycle

**What makes us, us**

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 nearly 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

There are four key attributes that set us apart:

- **Good people**: We strive to set ourselves apart through the capability, warmth and expertise of our people.
- **Wellbeing experts**: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
- **Long-term commitment**: As a member-owned company, we’ve been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
- **Driving positive impact**: Everything we do is focused on making a positive difference at a personal, community and societal level.

These pillars are infused with our values of **bold**, **warm** and **honest**

**Our Opportunity**

As a member of the Lifecycle Team, your primary goal is to ensure that Australian Unity’s existing Private Health Insurance members are receiving exceptional customer experience with respect to their current product, on each and every occasion that they call us for assistance.

Your empathy-based customer service ethos, combined with an incredibly supportive environment, will enable you to provide our members, personal, humanistic customer service. Creating genuine connections with our members by building immediate rapport is key, as you will be helping our members ensure they are on the correct policy to suit their current situation in life and when needed, proactively retaining members through your influential and humanistic conversations. This role will enable you to connect with our current member base and truly make a positive difference to members and understand how we value our members at Australian Unity.

**What you will do**
- Successfully engage with a range of members through inbound telephone channels, making each interaction positive and thorough by actively listening to the member and providing them with all the necessary information to support the health insurance needs
- Create value for our existing members by delivering outstanding customer experiences, through humanistic conversation and active listening
- Proactively identify opportunities to review member’s policy to ensure the member’s needs are being met
- Effective management of both proactive and reactive contact with members within frameworks and tools provided
- Exemplify the Australian Unity Values - **BOLD, WARM & HONEST**

**What we are looking for**
- Strong customer care experience
- Contact Centre experience will be highly considered
- Empathetic conversational skills / active listening skills / objection handling skills
- The drive to learn about the Private Health Insurance industry
- Availability to work a rotating roster between Monday - Friday 8:30am - 6:30pm

**Our Benefits**

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 Australian Unity’s 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

**Where to from here?