Our members are at the heart of what drives us, as a Webchat Service Member Care Consultant, you’ll work directly with our members responding to enquiries mostly via chat. This may also sometimes include contacting the member via phone or email.

This is a fixed term contract and will end on the 1st of February 2023.

Key Responsibilities

• Recommend and educate member thoroughly regarding benefits of HCF products and services
• Delivering a high level of service in all interactions with members and HCF Group staff
• Maintaining accuracy, confidentiality and compliance of member information
• Demonstrate high levels of ownership on the chat so that you deliver first contact resolution for the member
• Surprise and delight our members by making sure that they feel that their chat experience was awesome!

Other key responsibilities will include:

• Identifies opportunities to improve customer service standards and demonstrates quality service
• Ability to deal with difficult customer situations (received directly or via escalation), determines customer needs and provide favourable outcomes from both member and HCF Group
• Maintain a high level of guidance and support to front line staff enabling effective service delivery and first call resolution
• Liaise effectively with team and other Call Centre areas to ensure customer problems are identified and resolved
• Ensure all communications with members (verbal and written) are technically correct, solution focused, clear, convincing and delivered in a structured and logical manner
• Handles escalated complaints and uses information to identify performance and knowledge gap
• Actively identifies ways of retaining members during cancellation, complaint handling or other termination contact
• Collate data and produce end of month complaints summary
• Able to identify risks and produce a risk analysis report

Skills & experience

• Desire and commitment to work within a team dedicated to achieving team and individual performance objectives
• Strong commitment to provided outstanding customer service & sales
• Knowledge of company products and services and extensive experience in a call centre
• Excellent telephone communication skills and written skills
• Knowledge of the Health Insurance Industry, related rules and regulations (or the ability to develop this knowledge within a short timeframe)

Culture

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your wellbeing journey, so that you can be at your best.

We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we

Benefits

• Up to 50% discount on health cover, pet & travel insurance
• Family & Friends day
• Organisational wide Recognition & Rewards program
• Generous Parental Leave Scheme
• Health & Wellbeing Initiatives
• Linkedin Learning
• Hybrid Working Environment

A career with us – How to Apply

Please check out our website at https://www.hcf.com.au/about-us/careers