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About the Role

Our Member Care Consultants are instrumental in managing the member experience for HCF Members to ensure that they always receive a personal and exceptional service over the phone. Working within a contact centre to clear targets, you will be responsible for providing outstanding service to our members and to promote HCF products and services over the phone.

Responsibilities

• Engage with members within our quality guidelines with emphasis on empathy and uncommon care
• Communicate effectively to identify and meet member needs with a strong focus on 'First Contact Resolution'
• Resolve any concerns in a seamless customer experience including the appropriate handling of customers in vulnerable circumstances
• Identify and investigate member pain points or complaints
• Manage expectations and aim to provide best possible outcomes for our members
• Commit to upskilling in the future based off needs of the business

Requirements

• Outstanding verbal and written communication skills
• An interest and understanding of private health insurance
• Previous experience in sales or promotion of products and services
• Solutions focused with a positive and resilient outlook
• Ability to take ownership of KPIs and commitment to meeting set targets
• Comfortable with set KPIs and targets
• Strong work ethic, taking pride in each and every phone call

Location

• Parramatta

Work Type

• Permanent
• Full-time
• Hybrid

Benefits

• Flexible working arrangements
• 50% subsidy on HCF hospital and/or extras cover
• Family-friendly certified employer
• 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.

About the Company

• 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.

Equal Opportunity

• 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.