Member Relations Specialist

About Avant
Avant is Australia's leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years.
Avant now represents 80,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.
As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.
About the role
We are seeking a dedicated and proactive Life Insurance Member Relations Specialist to join our team.
In this role, you will be responsible for providing exceptional service to our members by managing their life insurance policies and ensuring their needs are met efficiently and effectively. Your primary responsibilities will include:
**Key Responsibilities**:

- Outbound Calls: Proactively reach out to members to discuss and facilitate upgrades or amendments to their existing life insurance policies.
- Inbound Calls: Handle incoming calls from existing members, assisting them with alterations or amendments to their policies or any other enquiries.
- Retention activity: Contact members who have requested cancellation, missed payments or their policy is about to lapse due to non-payment in an attempt to retain coverage.
- Analyses and reporting: Report on trends related to policy cancellations, lapses, and upgrade opportunities, offering insights to improve member retention strategies.
- Sales support: Provide phone support to our sales team during peak periods.
- Member notifications: Send notifications to existing members regarding their existing policies such as renewal, dishonour, lapse or other policy notifications.

**To be successful you will have**:

- Previous experience in a customer service, retention or sales role, preferably within the life insurance or financial services industry.
- RG146 General Knowledge, Life Insurance and Superannuation.
- Strong communication skills, both verbal and written, with the ability to explain complex information clearly and concisely.
- Excellent organisational skills and attention to detail.
- Ability to work independently and as part of a team.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Member-focused mindset with a commitment to providing high-quality service.
- Problem-solving skills and the ability to handle challenging situations with professionalism.
- Strong time management skills and the ability to prioritise tasks effectively.
- Adaptability and willingness to learn and grow within the role.

Why work at Avant?
At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
We value our people by offering an inclusive workplace with a diverse range of benefits, flexible working options, career development, and internal mobility opportunities. Our flexible working arrangements are designed to enable genuine work-life balance.
Your development is our priority and we have a variety of learning and development programs that will support you in your career.
We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.
We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.
**Please note**: Avant Mutual is a vaccinated employer. Prior to the commencement of your employment by Avant, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons.