Retention Consultant, Thrive

About nib Thrive  

nib's vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion. 

nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports more than 39,000 NDIS participants and is on track to reach its goal of supporting at least 50,000 participants by FY25. nib Thrive is currently one of the top three largest plan managers in Australia. 

Diversity, equity and inclusion 

We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.   

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, please contact us at nib  

About this role 

The Retention Consultant plays a pivotal role in fostering an exceptional participant experience. Through building trusted relationships with participants and their providers, the Retention Consultant will work to understand the participants' support needs, address concerns and proactively prevent lapse.

The commitment to participant satisfaction, budget management expertise, and open communication is instrumental in maintaining positive relationships and promoting long-term engagement with nib Thrive.

Some of the key responsibilities of this role include:

• Develop and maintain positive and collaborative relationships with participants and providers

• Proactively monitor participant budget position and alert participants of potential under or over utilisation of NDIS funding

• Assist participants in underspend with knowledge on how to access supports if required

• Follow up on participant offboarding requests with tailored efforts to reduce lapses by understanding drivers and offering solutions

• Implement effective retention strategies, including upselling and cross-selling relevant products or services that align with participants preferences and requirements

About you 

The ideal candidate will bring experience from a retention-focused role or similar, with a passion for delivering exceptional customer service. You thrive on saving the customer, de-escalating challenging situations with empathy, and seizing every opportunity to build meaningful, long-term relationships.

Your background includes managing volumes of inbound and outbound calls, taking accurate and detailed notes, and confidently resolving complex issues through effective escalation handling.

Most importantly, you demonstrate genuine empathy and a strong commitment to supporting vulnerable people in our community with care and compassion, achieving positive outcomes for NDIS participants.

Furthermore, we're looking for:

• Demonstrated ability to develop, build and maintain strong relationships with various stakeholders

• Strong risk identification and escalation experience

• Ability to maintain privacy and confidentiality

• Lived or work experience within the disability sector

• Knowledge of the National Disability Insurance Scheme (NDIS) and experience applying NDIS Pricing Arrangements (desired)

We know some people only apply when they meet every requirement. We're always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we'd love to hear from you 

Working at nib 

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you. 

Other benefits to support you at work (and play) include: 

• Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance  

• The opportunity to give back to the community with nibGive, including paid leave for volunteering for our nib foundation and community partners 

• Support your better health – whatever that looks like for you - through our nib Well Program and corporate fitness discounts 

• Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits 

• Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees 

The fine print 

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib's NDIS Workforce Policy.  

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.