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Customer Retention Specialist - Health Insurance

Apply now Job no: 504840
Work type: Permanent
Location: VIC - CBD & Inner Suburbs
Categories: Sales, Sales - Contact Centre Sales, Sales - Contact Centre Sales Outbound

Who are BUPA?

Quite simply, we are extraordinary. BUPA are a world leading health & care group with over 23,000 people in Australia and New Zealand and a global presence in 190 countries! Our purpose is to help people live longer, healthier and happier lives. We're making a difference in health & care through our leading health insurance, general insurance, our modern Dental clinics, Bupa Optical stores and our first Bupa GP clinics (with more on the way!) and Bupa Medical Visa Services. As well as personalised care at over 71 Bupa Aged Care Homes.

At BUPA, our people are transforming and making a difference in the world of health & care. Everything we do is for the health of our members. We are part of a global family that reinvests its profits to provide better services for our members. We believe this is the only way to truly put customers first.

The role:

Based in our Customer Retention team, this position is responsible for undertaking activities to further enhance our customer value proposition, in addition to discussing varied options for members wishing to cease their membership. Through predominantly inbound & some proactive outbound calls and e-mail contact, you will ensure every customer has a positive experience, whilst minimising the risk of business discontinuance and reselling the value & benefits of cover to re-engage policy holders. This position would best suit someone with Contact Centre Sales or Retention experience, with a flair for building relationships, problem solving and high levels of drive and determination, who wants to work in a rewarding and fast paced environment.

  • We will provide you with all the tools you need to succeed, starting with a 3-week training academy. We offer our team ongoing training and development so you can truly be your best and provide world class service to our customers.
  • At BUPA, we believe in healthy living, and you’ll experience our work/life balance firsthand in this Monday to Friday role. This is a full-time opportunity, 38 hours per week across a rotating roster with start and finish times between 8:30am – 6.30pm. With rosters done 4 weeks in advance, you can always plan ahead!

Your background:

You will be proactive, passionate, and driven to achieve in a positive environment. Negotiation comes naturally and you genuinely enjoy tailoring unique solutions. Having met KPI’s and targets in the past, you never shy away from a challenge and are resilient by nature. You understand that in order to be successful, you must build trust quickly, listen deeply, and determine a customer’s true needs.

You will have:

  • Previous experience in a customer centric retention, collections or sales focused role, ideally within a contact centre environment.
  • Strong personal resilience and a positive attitude.
  • Proven ability working towards and achieving revenue & quality focused KPIs/Targets.
  • A target motivated mindset, enjoying the reward that comes with achieving them.
  • Experience in effectively dealing with dissatisfied customers, providing a needs analysis, handling objections and negotiating.
  • Excellent communication skills, with an emphasis on listening to understand, empathising, influencing.
  • A thirst for continued learning and development.
  • Above all, a genuine desire to work in a high performing team!

The perks:

In addition to a fortnightly base salary, we offer a monthly uncapped incentive (commission) scheme and a quality quarterly bonus. We also offer outstanding benefits which include a 40% subsidy on a range of our health insurance products, as well as discounts on our travel, car, home, contents, pet insurance products and more. We are proud to share with our employees our ‘People First’ wellness program – SMILE. With access to a range of services such as health coaches, annual skin checks and flu vaccinations, assistance with nutrition, sleep and general wellbeing, you will feel happier & healthier for working at BUPA!

BUPA believes in hiring the best talent in the market. We are known for our vibrant, high performing and incredibly rewarding workplace and we take pride in creating exceptional and meaningful work experiences. With a belief in innovation, we deliver award winning benefits to our employees and encourage involvement within our communities. Find out more by visiting

To be considered, please click APPLY NOW. Please note, that shortlisted candidates will be invited to participate in an initial online interview, which gives you a unique opportunity to introduce yourself.


Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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