Aboriginal Identified Cover Review

**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.

We are proud to have launched our 5th Reconciliation Action Plan, with a focus and commitment to improve employment outcomes for Aboriginal and Torres Strait Islander employees. As an Aboriginal and Torres Strait Islander employee, you can join our Aboriginal Employee Network, have a voice within the company, connect regularly with our CEO, have access to Cultural and Ceremonial leave, and most importantly, feel safe and supported to bring your whole self to work.

**The Opportunity**

We are looking for full time Cover Review and Customer Retention Consultants to join the Medibank Contact Centre team on a permanent basis.
- Our Cover Review Consultants conduct both inbound and outbound calls to discuss varied options for our members who are wanting to cease or review their membership.
- Medibank’s Retention Consultants are responsible for reducing business lapse and minimising membership revenue loss through a range of customer contact initiatives. These activities include both inbound and outbound telephone campaign strategies.

Both roles sit within the Customer Retention team where the goal is to drive the business retention strategy of minimising membership revenue loss through a range of customer contact initiatives.

Operating on a rotating roster, Monday to Friday between the hours of 8:00am - 8:00pm AEST, you can work within your community, on Country, with opportunities for you to work from one of our work sites to foster connection and team engagement.

Group interviews will be held on the 31st August/ 1st September, with the role commencing Monday 3rd October, which will include 6 weeks of virtual training (full attendance required).

**Key responsibilities will include**:

- Providing options to members by proactively identifying opportunities to promote health cover options, services, and products.
- Proactively identify opportunities to add value to members’ existing level of cover where necessary.
- Conducting health cover reviews to ensure customers are on the best cover for their needs, whilst meeting or exceeding sales targets.
- Providing exceptional service that exceeds customer satisfaction as measured through our customer satisfaction surveys.
- Reducing the number of customers who are switching their health insurance to a competitor.
- Contacting customers 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 the 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.

**About You**

To be successful in this role you must have previous experience in a sales role with a proven track record of meeting and exceeding KPIs targets. Along with this you will have:

- A positive, compassionate, and empathetic phone manner
- Previous Contact Centre experience
- Excellent relationship building and negotiation skills
- Effective communication when presenting products or services over the phone

**_This is an identified role for Aboriginal or a Torres Strait Islander and constitutes a special measure under s. 8 of the Racial Discrimination Act 1975 (Cth), s. 27 of the Discrimination Act 1991 (ACT), s.57 of the Anti-Discrimination Act 1996 (NT), s 25 of the Anti-Discrimination Act 1991 (Qld), s. 65 of the Equal Opportunity Act 1984 (SA), ss. 25 & 26 of the Anti-Discrimination Act 1998 (Tas), s. 12 of the Equal Opportunity Act 2010 (Vic), s. 51 of the Equal Opportunity Act 1984 (WA)._**

**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.

All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.

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.