Senior Member Experience Consultant

BE THE DIFFERENCE At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on. Join a winning team AIA Health is an award winning health insurance company that protects and rewards, rated #1 Best Health Insurance Provider 2022 -2025 by ProductReview.com.au. Our AIA Health members enjoy increased benefits, discounts and rewards through AIA Vitality, our science backed health and wellbeing program which supports members to make healthier lifestyle choices by rewarding healthy behaviours. We have a number of opportunities available for Member Experience Consultants to join AIA Health. Due to an internal promotion, we have a rare and exciting opportunity for a Senior Member Experience Consultant to join our Contact Centre on a 6 month contract Within these roles you will deliver high-quality service across member servicing functions including contact centre operations, ancillary claims, administration, complaints handling and retention calls for all channels. To do this successfully you will: Support the team to ensure timely, accurate responses to customer and provider inquiries across calls, emails, and servicing tasks within agreed SLAs. Mentoring and providing qualitative feedback to team in relation to their performance and development Support the team on operational activities including - accurate processing of ancillary claims and support retention activities. Provide member support including updates, data entry, and documentation handling Performance of administrative tasks to support member servicing operations Assist in resolving member complaints and escalate complex issues when necessary. Work with the Member Experience Team Leaders to assist with overflow when required. Conduct regular quality assurance reviews and spot checks of all tasks completed by Member Experience Consultants. Regular quality reviews are to be conducted on all servicing functions (inclusive of data integrity) with feedback to be provided to the Member Experience Team Leader/Manager. Provide Member Experience Team Leader/Manager with regular reporting and insights on team KPIs, quality assurance, customer experience, and operational performance. Act as second-in-command to the Member Experience Team Leader, supporting daily operations, team coordination, and service delivery. Ensure continuity of leadership and uphold member experience standards during periods of absence. Maintain accurate records of member interactions and transactions in core systems (e.g., HAMBS, e5, VMMP). Attend team meetings, coaching sessions, and contribute to team KPIs and quality targets. Adherence to attendance (including adhering start and finish times, as well as break times) as rostered, as well as company directions. Support continuous improvement initiatives and contribute to a positive team culture. Attaining individual and team KPI’s daily Successful applications will demonstrate: Previous team coordination experience in supporting or mentoring team members in a Contact Centre Private Health Insurance experience Proficiency in HAMBS, e5 Exceptional communication, time management and problem-solving skills The ability to work in a fast-paced, process-driven environment Intermediate MS Office skills and a continuous improvement mindset. Why choose AIA: At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people. Career progression offered through internal pathway program On the job training and induction program Free membership to AIA Vitality health and wellbeing program Four additional recharge days per year in addition to annual leave Competitive salary + Bonus potential + Staff discounts Hybrid work – WFH 2 days per week Discounted parking available + public transport + amenities close by At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. AIA is different. Are you? If you want to be part of an organisation that helps people live better every single day, apply via the link .