Member Service Advisor

HIF Australia; Perth; Hybrid; AUD 64,000 - 74,000; Full time

Benefits offered by this job

Discounted health insurance

Hybrid working arrangements

9 Day Fortnight after probation

Paid induction and ongoing coaching

Study assistance

Job summary

HIF Australia is seeking five full-time Member Service Advisors to join our Perth-based Member Experience team. You’ll be a key contact for Members via phone and email, helping with claims, policy changes, and private health insurance guidance with empathy and accuracy.

You’ll complete a paid, full-time five-week induction in Perth starting Monday 5 October 2026, with ongoing coaching and development to build your product knowledge and confidence in supporting Members.

Qualifications

• Strong service mindset and genuine empathy to support Members.
• Ability to absorb and apply complex information accurately.
• Clear, respectful communication skills.

Responsibilities

• Serve as a key contact for Members via phone and email.
• Assist with claims, policy changes and private health insurance advice.
• Provide accurate, compliant guidance within established policies and standards.
• Maintain high standards of service quality and follow-through.

Skills

Service mindset

Empathy

Absorb complex information

Communication

Computer proficiency

Customer service experience

Job description

Welcome to HIF - the Health Insurance Fund of Australia

We're a not-for-profit health fund with a national presence and a close-knit team of around 125 people based in Perth. At HIF, we support our Members to live healthier lives through genuine care, strong community values, and a member-first mindset. Operating in a regulated industry, we understand the importance of trust, accuracy, and consistency, and we take seriously the responsibility of supporting our Members during important and sometimes emotional moments.

In 2025, HIF was recognised as an Employer of Choice, and we have proudly held Inclusive Employer certification from the Diversity Council of Australia since 2023. While these certifications matter, what matters most is creating a workplace where people feel supported, valued and able to thrive. At HIF, our culture and inclusion are reflected in how we lead, support one another and show up for our people every day.

We are currently seeking five full-time Member Service Advisors to join our Member Experience team.

About The Role

As a Member Service Advisor, you'll be a key point of contact for our Members via phone and email, supporting them with enquiries relating to claims, policy changes, and general private health insurance advice.

The role involves navigating complex information and supporting Members through important and sometimes emotionally sensitive situations. You'll balance empathy with accuracy, applying product and policy knowledge to provide clear, compliant guidance that Members can trust. You'll work within defined policies and service standards, supported by experienced leaders and colleagues who value thoughtful, high-quality service.

What We’re Looking For

We’re seeking people who genuinely care about helping others and find personal satisfaction in making a positive difference for our Members. To succeed in this role, you’ll bring:

• A strong service mindset and genuine empathy, with a natural inclination to care for Members and take pride in supporting them through important and sometimes challenging situations
• The ability to absorb and apply complex information accurately
• Clear, respectful communication skillsl
• Proficiency using computers and learning new systems
• Experience in customer service or the private health insurance industry is valued, but not essential

What Success Looks Like In This Role

Success as a Member Service Advisor at HIF is measured by the quality and consistency of service you provide. This includes:

• Communicating with warmth and empathy with Members from all walks of life
• Delivering accurate, compliant advice aligned with fund policies and procedures
• Maintaining high standards of process execution and follow-through
• Prioritising quality of advice and adherence to standards over speed or call volume

Training and Support

To set you up for success, you'll complete a paid, full-time five-week group induction program at our Perth office, starting Monday 5 October 2026. This structured training focuses on building the product knowledge, systems capability, and confidence needed to support our Members.

Learning doesn’t stop after induction. Ongoing coaching, feedback, and development are a normal and supported part of the role, with opportunities to further build your skills and learn additional processes once you’ve established a strong foundation.

Performance and Quality Expectations

This is a performance-assessed role within a structured contact centre environment. Quality Assurance is thorough and ongoing, and is designed to support consistent, high-quality service and protect our Members.

Candidates who thrive in this role are those who value feedback, take ownership of their work, and find satisfaction in delivering accurate, thoughtful support - even when conversations are complex or challenging.

What You’ll Get

We offer more than just a job. Our benefits include:

• $68,000 base salary plus 13% superannuation
• Discounted health insurance and travel insurance
• Flexible work options, including Additional Purchased Leave and a Nine Day Fortnight (available after probation)
• Hybrid working arrangements available once you’ve passed probation and demonstrated role competency (HIF has a 60% in-office requirement for all staff)
• A range of additional leave types, including birthday, cultural, reproductive, and volunteering leave
• Study assistance, Employee Assistance Program, and wellbeing initiatives
• Fun, inclusive social events and PAW Days (bring your furry friend to work!)

Key Dates and Practical Information

• Induction start date: Monday 5 October 2026
• Applications close: Wednesday 9 September 2026

We ask that no leave be taken during the first 3 months to ensure full participation in training and onboarding, and to allow for consolidation of learning.

Inclusion Matters

Aboriginal and Torres Strait Islander peoples are encouraged to apply. HIF values diversity and inclusion and is committed to creating a workplace where everyone feels respected, supported, and able to do their best work.

Want to make your application stand out?

Consider including a cover letter or note telling us why this role appeals to you, or sharing an example of a time you went the extra mile to support a customer or someone in your community.