Member Experience Consultants

7 days ago

Melbourne, Victoria, Australia AIA Australia Full time

BE THE DIFFERENCE

At AIA we don't simply believe in being 'the best'. We believe in better – because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The opportunities:
We have three opportunities available for Member Experience Consultants to join our AIA Health business in Melbourne on Monday, 3rd November 2025. Within these roles you will deliver high-quality service across member servicing functions including contact centre operations, ancillary claims, administration, complaints handling and retention calls for all channels.

To do this successfully you will:

  • Provide the highest level of service to new members to AIA Health, ensuring all AIA policies and industry requirements are adhered to
  • Respond to member and provider enquiries via phone, email, and other channels, ensuring service excellence and SLA compliance
  • Accurately process ancillary claims and support retention activities
  • Provide member support including updates, data entry, and documentation handling
  • Perform administrative tasks to support member servicing operations
  • Assist in resolving member complaints and escalate complex issues when necessary
  • Maintain accurate records of member interactions and transactions in core systems (e.g., HAMBS, e5, VMMP)
  • Perform other duties as directed by the Team Leader Member Experience

Successful applications will demonstrate:

  • Previous experience in customer service, contact centre, or claims environment (PHI experience desirable)
  • Proficiency in HAMBS, e5, and Salesforce (preferred)
  • Exceptional communication, time management and problem-solving skills
  • The ability to work in a fast-paced, process-driven environment
  • Intermediate MS Office skills and a continuous improvement mindset.

Why choose AIA:
At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.

  • Access our training and development to build on your current skills
  • Career development through internal mobility opportunities
  • Work for a business helping millions of Australians and make a difference to someone's life everyday
  • Access additional leave days a year to recharge and refresh yourself
  • Enjoy wonderful Health and Wellbeing initiatives that support you
  • Work with supportive and inclusive managers
  • Flexible working arrangement – 3 days in office and 2 days WFH

At AIA Australia, we're proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by Lots of companies like to say they're different. What makes us truly different at AIA, is the difference we make in people's lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?
If you want to be part of an organisation that helps people live better every single day, apply via the link prior to Thursday, 25 September 2025.

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