Member Retention Consultant

About 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 with hybrid working available. 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 48,000 hardworking Aussies across the rail, transport and energy industries. 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 men, women and families on their health journeys.

Our members come first. Always.
 

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 and provide 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.