Banking/Insurance Operations

Customer Care Consultant – Retention


$50,000 to $75,000



Job Type


Job Ref

Date Posted

Thu, 23rd June 2022

Join one of the Largest Australian Health Funds
Great Onboarding and Training Provided
Hybrid Work Flexibility
Great opportunity to join the Customer Care and Retention team at a premier Australian health insurance organisation.

The Company

This organisation is well-regarded as a premier health insurer in the Australian market, with a great onboarding/training process and an excellent culture.

This organisation values the professional development and wellbeing of their employees, and are looking for an individuals that aspire to build a career by progressing internally and developing new skills.

The Role

The key purpose of this role is to provide excellent care for existing customers, and specialise in the retention of existing members.

Essentially, you will build rapport with customers who have indicated they intend to switch health care providers, and actively provide solutions to retain them as a customer.

Additionally, you will be responsible for assisting with the onboarding of new customers and answering any queries they may have.

Duties and Key Responsibilities:

  • Handle all member enquiries which may include membership applications, claim requests, and cancellation calls.
  • Make outbound calls to members who have indicated they may cancel their policy, and provide solutions in an attempt to retain them as a member.
  • Provide answers to any enquiries in a clear and concise manner.
  • Work simultaneously using a phone system and a case management system.

Skills and Experience

The ideal candidate for this role will have previous experience in customer service and/or sales, understanding the importance of listening, communicating clearly, and providing excellent service.

Additionally, having a positive attitude and a willingness to learn is a key component of excelling in this role, and are both great qualities that the ideal candidate would possess.

It is essential you have:

  • Strong customer service and rapport building skills.
  • Previous experience working in a call-centre or customer-facing role.
  • The ability to work under pressure.
  • Excellent written and verbal communication skills.

It is desirable you have:

  • A background in sales or customer retention.
  • Previous experience in the insurance industry (Claims, Sales and Service, Client Services, Customer Care etc.)

How to Apply

If you are interested in applying for this role, please apply directly via this advertisement or send your CV to [email protected]. If you would prefer to have a chat or have any additional questions, you can reach me at 02 9003 4938.

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