Nib Group | Customer Care Consultant - Proactive Retention

Customer Care Consultant - Proactive Retention
Customer Care Consultant - Proactive Retention Apply locations Newcastle, Australia Wyong, Australia
Time type: Full time
Posted on: Posted Today
Time left to apply: End Date: January 4, 2025 (10 days left to apply)
Job requisition id: JR103735
Let's talk about who we are The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.
We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.
Let's talk about diversity, equity and inclusion We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.
nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at
Let's talk about this role This role sits within our Member Engagement and Retention team working across our Proactive Retention and Health Management Programs. This position will see you play an important role within the business with the goal to drive long term member retention and loyalty!
You will have meaningful conversations with our members to ensure we keep our policyholders satisfied, engaged, and loyal!
We have a great bonus structure that can see your earning potential grow through your commitment to achieving your goals. We will give you the tools to have the conversations; you just need to bring the passion, tenacity, and grit to apply your learnings to each and every conversation.
This role will see you:
Engage with our existing members through outbound calls, fostering meaningful conversations to address concerns, overcome objections, and apply effective retention strategies to minimise policy lapses. Promote nib's private health insurance products, services and benefits. Ensure customers are fully informed about their product(s), particularly inclusions, exclusions, and waiting periods. Have fun amongst your team (we like to keep things engaging here at nib). Let's talk about you You are a proactive and results-driven professional with a natural ability to build strong relationships and foster trust. With exceptional communication and problem-solving skills, you thrive on engaging in meaningful conversations, understanding customer needs, and addressing their concerns with empathy and expertise.
Your ability to think strategically and leverage retention tools ensures you can overcome objections and deliver tailored solutions that enhance customer satisfaction and loyalty. Organised and target-focused, you excel in a dynamic environment, balancing the art of customer care with achieving measurable retention outcomes.
You bring a positive attitude, a passion for helping people, and a commitment to making every interaction count.
Successful applicants must be available to commence training and employment on 17th February 2025. The initial training and orientation will take place over one month in your local nib office 9am - 5pm. During this time, you will have the opportunity to meet your new teammates and get settled into your role. Due to our business requirements, we are looking for folk who can work rotating shifts between the operational hours of 9am – 7pm. After completing the initial training period, you'll benefit from our flexible hybrid working model, which allows you to work from home up to 80% of the time.
At nib, we recognise that some people may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate. We're always on the lookout for curious individuals who will add to the culture at nib Group – so if this role resonates with you, please apply!
Let's talk about working at nib Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.
Other benefits to support you at work (and play) include:
Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance. The opportunity to give back to the community through paid leave for volunteering through nib Foundation. Support your better health – whatever that looks for you - through our nib Well Program and corporate fitness discounts. Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits. Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples, and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees. The fine print All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.
Please note, applications will not be monitored over the Christmas shut down period 23/12/24 - 03/01/25. We look forward to reviewing your application when we are back. About Us Who we are nib Group is a trusted international health partner, empowering our members to make better decisions and improve health outcomes through greater accessibility to affordable health services and information.
nib Group provides health and medical insurance to over 1.6 million Australian and New Zealand residents. We also provide health insurance to more than 190,000 international students and workers in Australia.
In addition, we are Australia's third largest travel insurer and global distributor of travel insurance through our business nib Travel, providing financial protection and assurance to travellers wherever they are in the world.
Our Purpose Our purpose is your better health. We are a trusted partner in helping our members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.
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