Customer Service Officer – Membership
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Job Description
Customer Service Officer at HCF providing high standards of service to members and maintaining accurate membership records. Handling enquiries, processing changes, and ensuring compliance with internal policies.
Responsibilities:
- Provide a high standard of service to direct debit members (Bank Account & Credit Card members) and maintain accurate membership and payment records for direct debit transactions.
- Manage member enquiries and cases from initiation to resolution, ensuring timely follow‑up and clear communication.
- Process membership changes, including joins, cancellations, suspensions, and general membership updates.
- Investigate and resolve membership discrepancies, data issues, and escalations.
- Ensure compliance with internal policies, privacy requirements, and regulatory obligations.
- Manage daily operation of payment systems, including processing and reconciling: Direct Debits, BPAY, EFTPOS variations, payroll reconciliation.
- Liaise with internal teams and external partners (e.g., payroll offices, finance) to ensure accurate and timely payment outcomes.
Requirements:
- High attention to detail and commitment to accuracy.
- Strong communication skills, both written and verbal.
- Proven ability to manage competing priorities and maintain workflow continuity.
- Ability to manage multiple tasks and prioritise effectively.
- Problem‑solving mindset with a focus on member experience.
- Confidence working with payment systems, CRM platforms, and reporting tools.
- Commitment to confidentiality and compliance.
- Health insurance or similar industry experience in related role.
Benefits:
- Flexible working arrangements
- 50% subsidy on HCF hospital and/or extras cover
- Family-friendly certified employer
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
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