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. We have both perm and 6-month contract roles.

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 escape 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 workplace (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

- 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

Which is why we give you every opportunity to learn, grow and shape your career - your way.

Inspiring and supporting you to thrive - not just at work, but in life.

Believe in better with AIA.

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Bring your difference to AIA

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📌 Member Experience Consultant (Melbourne)
🏢 Aia Hong Kong And Macau
📍 Melbourne