Member Care Consultant - Retention

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

Retention Member Care Consultants are required to 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.

You will:
Manage multiple memberinitiated 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 with hybrid working available.

We are seeking candidates who can start on Monday 19 May 2025.

Interviews will be held in person on Tuesday 15 April 2025.

You are required to work in the office for the first 4 months from start date to facilitate training and support following which you will transition to a hybrid working model the expectation is a minimum of 2 days a week in the office.

Training is full time Monday to Friday
During the training period shift time is 8:45am to 5pm
Training will be facilitated at Parramatta
After training is complete you will transition to a fixed roster. Hours of operation are 9am to 6pm Monday to Thursday and 8.45am to 5pm on Friday.

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.
To be successful you will demonstrate:
Strong commitment to providing outstanding customer service
Previous experience in a contact centre experience in sales or retention is desirable
Desire and commitment to work within a team to achieve performance objectives with a key focus on member retention
Strong understanding and knowledge of company and competitor products and services
A positive attitude and willingness to embrace change
Basic to intermediate computer skills MS Office Outlook

About HCF

At HCF our purpose is to bring our human touch to healthcare. Since 1932 weve been putting our members and their health first. As Australias largest notforprofit health fund we cover over 1.9 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

Purposedriven passion
Were united by a common purpose: to make healthcare affordable understandable high quality and memberfocused.

Wellness and worklife balance
Well 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 HCFs 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 socioeconomic 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.