Member Experience Consultant

AIA Hong Kong and Macau; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Internal progression

Training program

AIA Vitality membership

Recharge days

Salary + Bonus potential

Hybrid work

Parking & transport perks

Job summary

AIA Australia is hiring for Member Experience Consultants to deliver high-quality service across member servicing, including contact centre operations, ancillary claims, and retention activities.

Start date: 5th October 2026. The role offers hybrid work, with two days per week from home, and opportunities for career progression within AIA Health.

Qualifications

• 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.

Responsibilities

• Provide high-quality service to AIA Health members across channels.
• Respond to member and provider enquiries via phone, email, and other channels, ensuring service excellence and SLA compliance.
• Accurately process ancillary claims and support retention activities.
• Provide member support including updates, data entry, and documentation handling.
• Perform administrative tasks to support member servicing operations.
• Assist in resolving member complaints and elevate complex issues when necessary.
• Maintain accurate records of member interactions and transactions in core systems (HAMBS, e5, VMMP).
• Perform other duties as directed by the Team Leader Member Experience.

Skills

Customer service

Communication

Time management

Problem-solving

Tools

HAMBS

e5

MS Office

Job description

BE THE DIFFERENCE At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on. Join a winning team AIA Health is an award winning health insurance company that protects and rewards, rated #1 Best Health Insurance Provider 2022 -2025 by ProductReview.com.au. Our AIA Health members enjoy increased benefits, discounts and rewards through AIA Vitality, our science backed health and wellbeing program which supports members to make healthier lifestyle choices by rewarding healthy behaviours. We have a number of opportunities available for Member Experience Consultants to join AIA Health. Within these roles 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.

Start date: 5th October 2026.

To do this successfully you will:

• Provide the highest level of service to AIA Health members, ensuring all AIA policies and industry requirements are adhered to
• Respond to member and provider enquiries via phone, email, and other channels, ensuring service excellence and SLA compliance
• Accurately process ancillary claims and support retention activities
• Provide member support including updates, data entry, and documentation handling
• Perform administrative tasks to support member servicing operations
• Assist in resolving member complaints and elevate complex issues when necessary
• Maintain accurate records of member interactions and transactions in core systems (e.g., HAMBS, e5, VMMP)
• Perform other duties as directed by the Team Leader Member Experience

Successful applications will demonstrate:

• 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.

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Career progression offered through 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

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. AIA is different. Are you? At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. Bring your difference to AIA