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Retention Consultant

2 weeks ago

Sydney, Australia HCF Full time

**Full time, permanent role**:

- **Sydney CBD, hybrid working available**:

- **Hours Monday to Friday**

**The role**

As the Member Retention Consultant, you will be the first point of contact for RT Health members in the contact centre. You will promote RT Health products and services, save existing members who have indicated they wish to cancel and win back members who have left the fund.

The Member Retention Consultant is required to manage member issues and price, product or claim related concerns as key drivers to cancellation calls, with the aim of saving members for the organisation in line with strategic guidelines.

This is a full time, permanent role. The contact centre is based in Sydney CBD and hours of operation are 8:30am to 5:30pm, Monday to Friday.

You will be responsible for:

- Welcoming newly joined members to welcome them and ensure their membership is setup correctly
- Contact members who are looking to leave RT health with the aim to service and retain
- Contact and assist members to understand and review their cover
- Providing a high level of professional and exceptional customer service
- Undertaking training, development and multi-skilling as required
- Actively participate in all regulatory compliance activities associated with this role including required training, meetings and information sessions.
- Cooperate with HCF in relation to any activities taken by the company to ensure compliance with relevant regulations including WHS legislation.

**About You**

You are proactive, solutions focused and have exceptional customer service skills. You will have experience in a contact centre, ideally within private health insurance. You will have:

- Computer literacy, PC skills and ability to use Outlook, Word, Excel and CRM
- A positive and enthusiastic nature with a willingness to embrace change
- Ability to self-evaluate and take on constructive feedback
- Strong commitment to providing outstanding customer service & sales
- Desire and commitment to work within a team dedicated to achieving team and individual performance objectives with a key focus on retention
- Strong understanding and knowledge of company and competitor products and services

**About RT HEALTH**

At RT Heath, we’re all about community. It’s the reason we were founded back in 1889 and it’s why we’re still here today supporting more than 54,000 hardworking Aussies. We are Australia’s first registered health fund and proudly not for profit, we’ve spent 130+ years supporting our members with great value health cover and a level of care that we’re known for. We’re now a proud division of HCF, Australia’s largest not-for-profit health fund but we remain focused on our commitment to support hardworking Australians and their families on their health journeys.

Our members come first. Always.

**Culture & Benefits**

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your own wellbeing journey, so that you can be at your best. This includes:

- 50% subsidy on HCF Private Health Insurance
- 18 weeks Parental Leave for all new parents
- Mental Health & Wellbeing programs
- Discounts to HCF’s entire suite of products; Life, Pet and Travel Insurances

Growing your career at RT Health is a priority for us. To support your growth and development, we have many learning opportunities internally and externally with study leave and study assistance to further support.

HCF & RT Health are committed to maintaining an inclusive and collaborative work environment. We aim to have a workplace that 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. All suitably qualified applicants will receive equal and fair consideration for employment.

**Next Steps