Job Title: Client Engagement & Retention Specialist (Health Insurance)

Overview:

We are looking for a driven and experienced professional to join our team in a client-focused health insurance environment. This role plays a key part in maintaining solid relationships with existing clients, supporting enquiries, and delivering positive customer outcomes through proactive engagement.

Key Responsibilities:

- Proactively contact existing clients to assist with outstanding and new health insurance enquiries
- Manage a high volume of outbound calls (approximately 100 calls per day) while maintaining a high standard of service
- Identify, manage, and escalate customer complaints in line with internal processes
- Engage with clients who have cancelled their policies to understand their concerns and explore opportunities for policy review or re-engagement
- Encourage clients to provide feedback on their experience through online reviews
- Accurately document all client interactions and outcomes
- Work collaboratively with internal teams to ensure consistent and compliant customer experiences

Skills & Experience:

- Proven experience in private health insurance (essential)
- Strong background in customer service and sales




- Experience in customer retention or win-back strategies is highly desirable
- Excellent communication and interpersonal skills
- Ability to build rapport quickly and manage sensitive conversations with professionalism
- Comfortable working in a fast-paced, high-volume outbound call environment
- Strong organisational skills and attention to detail
- Self-motivated with the ability to work independently and remotely

Compliance Requirements:

- Must be located in and have full working rights in Australia
- Willingness to obtain (or currently hold) a satisfactory National Police Check

Working Arrangements:

- Full-time position preferred
- Flexible hybrid or remote working options available

What We Offer:

- Supportive and collaborative team environment
- Opportunity to contribute directly to customer satisfaction and business performance
- A role that combines relationship management, problem-solving, and sales capability

This position is ideal for someone who thrives on customer interaction, enjoys problem-solving, and is confident in turning challenging conversations into positive outcomes.

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