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Customer Consultant – Payment Support


Melbourne, Victoria, Australia

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Job Posted: 01/12/2017

Job Category:

Insurance & Superannuation / Customer Service / Call Centre

Job description:
Customer Consultant – Payment Support

Apply now Job no: R1013008
Work type: Permanent
Location: VIC - CBD & Inner Suburbs
Categories: Customer Service - Contact Centre, 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:

The position is located at our Melbourne Head Office, just minutes from Public Transport and in the heart of the bustling CBD. This position has no sales focus, however, strong negotiation skills are paramount to success.

Based in our Payment Lapse team, the focus of this position is to contact customers to follow up on lapsed payments and identify the root cause. This is achieved by:

  • Handling predominately outbound and some inbound telephone calls to existing customers who are in payment arrears.
  • Assisting customers to resolve any issues or concerns in regards to their payments by ensuring a solution focused approach.
  • Actively focusing on reducing customer arrears through customer focused, needs based discussions.

We will provide you with all the tools you need to succeed, starting with a 2 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 to 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 are comfortable with repetition. You have excellent communication skills and have a lively and enthusiastic approach, taking a positive, can-do attitude into everything you do. You work best in a supportive team environment and are motivated by targets and the reward that comes with achieving them.

You will have:

  • Previous entry level contact centre experience, within outbound, customer service, sales or collections. Or, previous retail experience with familiarity working towards targets.
  • A desire to work towards revenue & quality focused KPIs/Targets.
  • Strong customer focus and a flair for negotiation.
  • Resilience and comfort dealing with repetition.
  • Excellent communication skills with an emphasis on listening to understand, empathising, influencing.
  • A thirst for continued learning and development. The natural progression from this team is to our high performing Retention team.  

The perks:

In addition to a fortnightly paid base salary, you will qualify for our monthly bonus rewards program and, a quarterly quality based 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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