Verified Job
Sales
Member Specialist - Sales
Sales
#763774
Remote / WFH
Australian Unity
Job Description
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.
perks
Discounted Health Insurance
All permanent employees enjoy a 12% discount on our health insurance cover as well as having all waiting periods halved.
Parenting benefits
All permanent employees have access to 14 weeks paid parental leave.
Discounted general insurance
Employees receive between 10 - 20% discounts on insurance like home & contents, travel, and pet insurance.
Career opportunities
Whether it's building your career or building your team, we are here to support you with numerous internal development opportunities.
Return to Search Result
Hiring Lab
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.
perks
Discounted Health Insurance
All permanent employees enjoy a 12% discount on our health insurance cover as well as having all waiting periods halved.
Parenting benefits
All permanent employees have access to 14 weeks paid parental leave.
Discounted general insurance
Employees receive between 10 - 20% discounts on insurance like home & contents, travel, and pet insurance.
Career opportunities
Whether it's building your career or building your team, we are here to support you with numerous internal development opportunities.
Return to Search Result
Hiring Lab
