# Member Experience Consultant

**Company**: AIA Australia
**Location**: Melbourne, AU-AIA
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Melbourne-AU-AIA-Australia/Member-Experience-Consultant_JR-65566?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ca95006e-b49

## Description

We are seeking a Member Experience Consultant to join our team at AIA Health, an award-winning health insurance company rated #1 Best Health Insurance Provider by ProductReview.com.au from 2022 to 2025.

As a Member Experience Consultant, 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.

Your responsibilities will include:

- Providing the highest level of service to AIA Health members, ensuring all AIA policies and industry requirements are adhered to

- Responding to member and provider enquiries via phone, email, and other channels, ensuring service excellence and SLA compliance

- Accurately processing ancillary claims and supporting retention activities

- Providing member support, including updates, data entry, and documentation handling

- Performing administrative tasks to support member servicing operations

- Assisting in resolving member complaints and escalating complex issues when necessary

- Maintaining accurate records of member interactions and transactions in core systems

To be successful in this role, you will need:

- Previous experience in customer service, contact centre, or claims environment (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

At AIA, we offer a range of benefits, including:

- Career progression through our internal pathway program

- On-the-job training and induction program

- Free membership to AIA Vitality health and wellbeing program

- Four additional recharge days per year, in addition to annual leave

- Competitive salary + bonus potential + staff discounts

- Hybrid work – WFH 2 days per week

- Discounted parking available + public transport + amenities close by

Our start date for this role is 5th October 2026.

## Skills

### Required
- customer service
- communication
- problem-solving
- MS Office

### Nice to have
- HAMBS
- e5
- PHI experience

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Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Melbourne-AU-AIA-Australia/Member-Experience-Consultant_JR-65566?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)