Job Title: Life Insurance Member Relations Specialist
We are seeking a dedicated, proactive and self‐motivated Life Insurance Member Relations Specialist to join our growing team. In this role, you will be responsible for managing a book of existing policyholders, providing them with exceptional service and ensuring their needs are met efficiently and effectively.
Key responsibilities include
* Renewal: Responsible for proactively calling policyholders before their renewal to discuss options, facilitate upgrades, or amendments in preparation for their policy renewals.
* Dishonour: Call members to discuss missed payments, update and schedule payments.
* Retention: Contact policyholders who have requested cancellation or where their policy has lapsed due to non‐payment to discuss cover and alternatives.
* Upgrades: Assist policyholders with applications to increase or amend their existing policies.
* Provide inbound phone coverage.
Administration
* Prepare quotes and applications for policyholders.
* Liaise with insurers to speed up the application process (suspense).
* Send renewal, dishonour and other correspondence to the policyholders.
* Manage the policyholders' portal where they access documentation.
* Support the broader Life Admin team during periods.
Compliance and reporting
* Maintain accurate notes and workflows within the CRM.
* Keep up to date with industry knowledge through internal training.
* Report on trends related to policy movements and upgrade opportunities.
* Offer insights to improve member retention strategies and improve efficiencies.
Experience
* Experience in customer service or account management is required.
* Experience in sales or retention is preferred.
* Experience in the Life Insurance or the Financial Services Industry is preferred.
Qualifications
* RG146 General Knowledge, Life Insurance and Superannuation (preferable).
* Strong communication skills, both verbal and written, with the ability to explain complex information clearly and concisely.
* Excellent organisational skills and attention to detail.
* Ability to work independently and as part of a team.
* Proficiency in using customer relationship management (CRM) software and other relevant tools.
* Member-focused mindset with a commitment to providing high‐quality service.
* Problem‐solving skills and the ability to handle challenging situations with professionalism.
* Strong time management skills and the ability to prioritise tasks effectively.
* Adaptability and willingness to learn and grow within the role.
Equal Opportunity Employer
Avant supports doctors so they can serve Australia's diverse communities. Having diversity in our workforce brings valuable perspectives and strengthens our ability to support healthcare professionals.
We therefore welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse communities, LGBTQIA+ individuals, people with disabilities, and those with caring responsibilities.
Our inclusive workplace is somewhere everyone can succeed.
Ready to join us?
If you're passionate about supporting Australia's healthcare professionals, we'd love to hear from you. If you require any adjustments during the recruitment process, please don't hesitate to contact us at careers@avant.org.au.
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