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.

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.

This role is for a permanent position.

To do this successfully you will:

• Provide the highest level of service to AIA Health members, ensuring all AIA policies and industry requirements are adhered to
• Respond to member and provider enquiries via phone, email, and other channels, ensuring service excellence and SLA compliance
• Accurately process ancillary claims and support retention activities
• Provide member support including updates, data entry, and documentation handling
• Perform administrative tasks to support member servicing operations
• Assist in resolving member complaints and escalate complex issues when necessary
• Maintain accurate records of member interactions and transactions in core systems (e.g., HAMBS, e5, VMMP)
• Perform other duties as directed by the Team Leader Member Experience

Successful applications will demonstrate:

• Previous experience in customer service, contact centre, or claims environment (PHI experience desirable)
• Proficiency in HAMBS, e5  (preferred)
• 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.

• Free access to AIA Vitality, our premium health and wellbeing program, earn up to $760 in rewards, gym and program partner discounts.
• Access our training and development to build on your current skills
• Career development through internal mobility opportunities
• Access additional leave days a year to recharge and refresh yourself, up to 4 additional days per year.
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers
• Flexible working arrangement – 3 days in office and 2 days WFH
• Rotating shifts from 8am – 10 am starts on a rotating roster

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