About Company
HCF is Australia’s largest not-for-profit health fund. Established in 1932, we have been caring for our members for over 90 years. Our mission is to provide affordable, accessible, and high-quality health cover, putting our members’ health and wellbeing at the heart of everything we do. We believe in providing real value and genuine care, not just for profit. With a strong commitment to community, innovation, and ethical practices, HCF empowers its employees to make a tangible difference in the lives of Australians. We pride ourselves on a culture of support, empathy, and continuous improvement, ensuring both our members and our team thrive. Join a team where your work truly matters and contribute to a healthier future for all Australians.
Job Description
Are you passionate about helping people and thrive in a supportive team environment? HCF, Australia’s largest not-for-profit health fund, is seeking a dedicated and empathetic Part-Time Member Services Representative to join our dynamic Sydney team. This is an exciting opportunity to be the friendly voice and helpful hand for our valued members, guiding them through their health insurance journey. In this crucial role, you will be the first point of contact for many, providing exceptional service, accurate information, and personalised solutions regarding their health cover. You’ll handle a diverse range of inquiries, from understanding policy details and processing claims to assisting with general account management and explaining benefit entitlements, all while upholding HCF’s unwavering commitment to member-centric care. You will engage with members both over the phone and potentially face-to-face at our modern Sydney branch, ensuring every interaction leaves them feeling valued and well-informed.
We’re looking for someone who genuinely enjoys engaging with people, possesses a keen eye for detail, and has the ability to explain complex health insurance information clearly and concisely to a diverse member base. You will be empowered with comprehensive training that covers our full suite of products, services, and member management systems, alongside ongoing support from an experienced team and leadership. This part-time position offers valuable flexibility, allowing you to balance your professional life with personal commitments, while still being an integral part of a purpose-driven organisation that prioritises community wellbeing over profits. If you are a compassionate communicator, eager to make a tangible positive impact on the lives of Australians, and wish to contribute to a company with a strong ethical foundation, we strongly encourage you to apply. This role is perfect for individuals looking for meaningful work within a stable and highly respected industry, where every interaction is an opportunity to provide peace of mind, build trust, and reinforce HCF’s long-standing commitment to its members. Join us and become a vital part of a team dedicated to making a real difference in healthcare.
Key Responsibilities
- Provide exceptional customer service and support to HCF members via phone, email, and in-person interactions.
- Accurately answer inquiries regarding health insurance policies, benefits, claims, and general account information.
- Assist members with policy adjustments, payment processing, and navigating online member portals.
- Resolve member complaints and issues with empathy and efficiency, escalating complex cases when necessary.
- Educate members on HCF products, services, and new initiatives to help them make informed decisions about their health cover.
- Maintain accurate and detailed records of member interactions and transactions in our CRM system.
- Collaborate with team members and other departments to ensure a seamless member experience.
- Adhere to all company policies, procedures, and regulatory requirements.
- Proactively identify opportunities to improve member satisfaction and retention and contribute to service excellence.
Required Skills
- Excellent verbal and written communication skills.
- Proven experience in a customer service or call centre environment (minimum 1 year).
- Strong active listening and problem-solving abilities.
- High level of empathy and a genuine desire to help others.
- Proficiency in using CRM systems and standard office software (e.g., Microsoft Office Suite).
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organisational skills and impeccable attention to detail.
- Ability to handle sensitive information with discretion and maintain strict confidentiality.
Preferred Qualifications
- Previous experience in the health insurance or broader financial services industry.
- Diploma or Certificate IV in Customer Service or a related field.
- Familiarity with Australian health insurance products and regulatory frameworks.
- Experience with multi-channel customer service (phone, email, chat, in-person).
- Ability to speak a second language (e.g., Mandarin, Cantonese, Vietnamese) is a plus, catering to our diverse member base.
Perks & Benefits
- Competitive hourly rate and superannuation.
- Opportunities for professional development and career growth within HCF.
- Comprehensive training program and ongoing support from an experienced team.
- Access to HCF's comprehensive health and wellness programs.
- Generous employee discounts on HCF health insurance products.
- A supportive, inclusive, and values-driven workplace culture.
- Convenient Sydney CBD location with excellent access to public transport.
- Flexible part-time hours to support a healthy work-life balance.
How to Apply
To apply for this rewarding Part-Time Member Services Representative position, please click on the application link below. You will be redirected to our careers page where you can submit your resume and a cover letter outlining your experience, relevant skills, and why you are the ideal candidate for HCF. We look forward to receiving your application and learning how you can contribute to our mission of putting members first!