Retention Care Consultant

About the Role

The Retention Care Consultant plays a pivotal role in the HCF Member Journey. The role involves managing member-initiated opportunities to proactively and reactively retain HCF members who have indicated that they wish to cancel through the utilisation of effective retention strategies. 

Retention Care Consultants will employ a member first mindset and engage in cover review conversations to assist our members with making an educated decision on their private health insurance needs over the phone. 

Responsibilities include:

•    Manage multiple member-initiated enquiries from members who are looking to cancel their policy with HCF or exploring other options within the PHI market

•    Conduct comprehensive cover reviews and utilise retention tools to ensure the member is educated on their HCF product to encourage continued coverage with HCF

•    Manage all member inbound enquiry types; including policy reviews, claim requests, general enquiries, cancellation calls and competitor comparisons

•    Communicate clearly to understand and meet member needs, focusing on solving issues in the first interaction with a focus on member retention

•    Converse with members in line with quality assurance guidelines with emphasis on empathy and uncommon care

•    Arrange verbal and written communication to members as required/requested by the member

•    Understand KPI requirements and strive to deliver results.

This is a permanent, full time role, working 37.5 hours a week from Monday to Friday on a fixed roster with hybrid working available (after training). 

Hours of operation are Monday to Thursday from 9am to 6pm, and on Friday from 8:45am to 5pm.

We are seeking candidates who can start on Monday 10 November 2025 for training.

During training, you are required to work in the office for the first four months from start date to facilitate training and support, following which you will transition to a hybrid working model (currently a minimum of two days a week in the office).

•    Training is full time, Monday to Friday from 8:45am to 5pm 

•    Training will be facilitated in our Parramatta contact centre

•    After training is complete, you will transition to a fixed roster. 

About You

We pride ourselves on maintaining a positive, fun, and collaborative working culture whilst ensuring we provide our members a professional and efficient service. You will have previous experience in a contact centre (experience in sales or retention is desirable).

To be successful you will demonstrate: 

•    Strong commitment to providing outstanding customer service over the phone

•    Desire and commitment to work within a team to achieve performance objectives with a key focus on member retention

•    Strong understanding and knowledge of health insurance and competitor products and services

•    A positive attitude and willingness to embrace change

•    Basic to intermediate computer skills – MS Office, Outlook, Salesforce, Genesys, ELMO

Interviews will be held in person on Thursday 9 October 2025 at our contact centre in Parramatta.

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.