Member Care Consultant – Retention
Hybrid
Core
First point of contact for members considering cancelling, reviewing, or changing health insurance policies, focusing on retention and resolving concerns.
Role type
Customer Care & Retention Consultant
Builds
Retention outcomes and positive member experiences
Domain
Health Insurance
Deliverable
client delivery
Required skills
Customer service, contact centre operations, objection handling, complaint resolution, financial hardship support, CRM system usage, accurate documentation, multitasking (talk and type)
Preferred skills
Experience with Salesforce and Genesys
Responsibilities
Managing inbound and outbound member enquiries, assisting with policy reviews and retention conversations, handling objections and complaints, supporting members in financial hardship, documenting conversations
Seniority
Individual Contributor