Member Experience Consultants at AIA

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Feb, 26

Salary

0.0

Posted On

17 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Contact Centre, Claims Processing, Communication, Time Management, Problem Solving, MS Office, Continuous Improvement

Industry

Insurance

Description

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. The Opportunities: We have three opportunities available for Member Experience Consultants to join our AIA Health business in Melbourne on Monday, 3rd November 2025. 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 will commence the 2nd of February 2026. To do this successfully you will: Provide the highest level of service to new members to AIA Health, 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, and Salesforce (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. Access our training and development to build on your current skills Career development through internal mobility opportunities Work for a business helping millions of Australians and make a difference to someone’s life everyday Access additional leave days a year to recharge and refresh yourself 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 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. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year. 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 prior to Thursday, 25 September 2025. At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. 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. View our AIA LinkedIn page Bring your difference to AIA

Responsibilities

Deliver high-quality service across member servicing functions including contact centre operations and complaints handling. Accurately process ancillary claims and provide member support while maintaining service excellence.