Member Specialist - Sales

About us 

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

Your new role looks like this

The Member Specialist - Sales supports the growth of the Australian Unity health fund by helping members buy health insurance and servicing member enquiries through proactively retaining members.

This role supports both inbound and outbound calling. You will connect with members in a customer centric model, helping them understand the value of health insurance and why Australian Unity is the right health fund for them. With a strong customer service ethos and the Australian Unity value proposition, you will make recommendations that suit member needs and identify how we create value for members.

Key accountabilities include:

Connect with new and existing members

• Engage with members through inbound and outbound telephony to achieve sales, growth and retention targets

• Manage member contact activity within agreed frameworks, systems and tools to maximise conversion, retention and lifetime value

• Make each interaction positive through active listening to support health insurance needs

• Understand member needs and value for having health insurance with Australian Unity and mitigate reasons for leaving

• Create value for new and existing members by delivering exceptional customer experiences

• Understand customer perceptions and drivers by actively taking and listening to calls, seeking and acting on feedback and escalations, and applying operational knowledge to elevate customer satisfaction

• Identify and prioritise customer requirements

Put customers front and centre

• Build productive customer relationships

• Take responsibility for customer satisfaction and loyalty

• Connect member issues and needs to deliver broader value propositions

• Build on customer cues to gain commitment to products, services and solutions

Continuous improvement

• Identify opportunities to improve processes, procedures and systems and provide feedback where appropriate

• Assist and introduce process improvements into the Sales function, including AU Way of Selling and Saving and BPM process changes

Risk and compliance

• Monitor and ensure adherence to relevant compliance and regulatory requirements

• Ensure compliance to Safetrac training requirements including OH&S obligations

• Communicate potential risks to ensure compliance

Quality

• Ensure ongoing development within the Quality framework to meet business needs

Values

• Exemplify the Australian Unity values: Bold, Warm and Honest

• Ensure behaviours align with Australian Unity’s values and wellbeing culture

About you

• Sales experience

• Proven customer service capabilities

• Experience in inbound and outbound telephony

• Retention experience

• Strong objection handling skills

• Advanced problem solving, communication and organisational skills and ability to thrive under pressure

• Ability to identify complex problems and break them into simple components

• Demonstrated analytical and problem solving skills

• Understanding of compliance and regulative issues

• Health industry experience is desirable, or extensive experience with the health system

• Ability to flex between inbound and outbound telephony enquiries

• Ability to conceptualise solutions and diverse thinking to drive sales and retain members

• Facilitates implementation and acceptance of change in the workplace and treats change as an opportunity for learning and growth

• Exploits trends in market, past sales results and available resource

What’s on Offer:

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program

• Enjoy additional yearly Well-Being and Community leave days

• 14-week paid parental leave, with equal benefit for both parents

• Employee Referral Program

• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most

• Flare Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.

• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!

• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.