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Customer Retention Consultant

Job Requisition Number:  1517
Date:  18-Sep-2019


We're passionate about nurturing careers.

We support innovation and thinking, and openly collaborate and share new ideas. We're healthy and active in our lives and wellbeing is encouraged at every level.  Our people play an important role in the future of health and healthcare and we believe that working together, we're stronger.


About us


We are Medibank – an integrated healthcare company providing private health insurance and health solutions to 3.7 million Australians. As we work towards our goal of Better Health For Better Lives for all Australians, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and we believe in developing Indigenous careers.



The Opportunity


The Customer Retention Department is charged with the responsibility of reducing business lapse and maximising membership revenue through a range of customer contact initiatives. Driven by the retention strategy, the team undertakes activities to further enhance our customer value proposition, in addition to discussing varied options for members wishing to cease their membership.

The Customer Retention Consultant will conduct both inbound and outbound telephone contact functions including arrears management, cover reviews, call backs on high risk members and other retention activity required by the business. Based in our award winning office, you will be working on a rotating roster, Monday to Friday between the hours of 8:00am – 8:00pm.

Key responsibilities will include:

  • Reduce the number of customers who are switching their health insurance to a competitor or leaving private health insurance altogether
  • Conduct health cover reviews to ensure customers are on the best cover for their needs, and in doing so meet or exceed sales targets
  • Providing best-in-class service that exceeds customer satisfaction as measured through our customer satisfaction surveys



About You

To be successful in this role you must have previous experience in a sales and/or retention role with a proven track record of meeting and exceeding targets. You will have a positive, compassionate and outgoing phone manner, strong computer skills and the ability to navigate through multiple systems. You will have excellent relationship building and negotiation skills and be comfortable presenting products or services over the phone.


What we offer


In return for your hard work, we offer a range of great benefits, including subsidised private health insurance, travel insurance and pet insurance.

We take the health and wellbeing of our employees seriously, offering flexible working conditions and encouraging wellbeing at all levels of life.


We’re committed to supporting better accessibility for our customers and our people. You can find out more about Medibank’s Accessibility and Inclusion Plan here. If we call you to discuss the role you’ll also get the opportunity to chat about any adjustments.

A Career at Medibank adds up to more. More achievement. More progress. More passion and more innovation for health.


For a career option that will suit you better, click to apply.