Member Onboarding Consultant

Be the welcoming voice of HCF in our newly established team within the Contact Centre Sales Department.

As the first point of contact for new customers, you'll play a pivotal role in creating a positive initial impression and delivering a seamless onboarding experience. You'll be part of a dynamic and customer-focused team committed to providing outstanding service and support from day one.

Join HCF on 1 December 2025

About the role

As a Member Onboarding Consultant, you will be responsible for onboarding members through welcome calls. Initially we will be onboarding members who have joined through Broker & Digital channels. 

After the sale of a product, you will assist new members by providing value adds and upholding HCF customer service standards. You will be committed to providing uncommon care, accepting ownership to resolve any member inquiries, and educating members on their new product. Your key tasks will include providing a positive member experience during interactions, guiding members through using the self-service app, handling policy updates, and assisting with member initial inquiries. You will also provide feedback via the Leadership Team on member interactions, follow provided interaction guides, keep accurate records of interactions via wrap-ups, and achieve all goals set by the line manager.

About You

• Experience in customer service or Contact Centre environments.
• Strong verbal and phone communication skills.
• Ability to meet and exceed member-focused KPIs.
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with individuals.
• Comfortable navigating different systems with strong data entry accuracy.
• Active listening skills to determine member needs.

Please note: This role will commence on 1 December 2025 and will be based at our state-of-the-art Contact Centre in Parramatta.
You will participate in full-time training onsite for the first three months, after which you'll transition to a flexible hybrid working arrangement, combining work from home and the office.
Your ongoing schedule will follow a fixed shift from 9:00 AM to 5:15 PM, Monday to Friday

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 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our  Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
 

Culture & Benefits 

Purpose-driven passion
We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness 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

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition –  to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.

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