Member Retention Consultant
Core
First point of contact managing member issues, price/product/claim concerns, and winning back members who wish to cancel.
Role type
Member Retention Consultant (Customer Care)
Builds
Retains existing HCF members and converts cancellations back to the fund
Domain
Healthcare insurance (health, life, travel, pet)
Deliverable
client delivery
Required skills
objection handling, needs analysis, rapport building, competitor product knowledge, MS Office/Outlook
Responsibilities
Handle member enquiries via phone (applications, claims, cancellations, competitor comparisons); Contact cancelled members to win them back; Provide clear non-technical answers; Deliver first call resolutions; Ensure fair and professional member treatment
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