Member Experience Consultant

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.