To provide a high standard of service to direct debit members (Bank Account & Credit Card members) and to maintain accurate membership and payment records for direct debit transactions.
To provide a high standard of service to group members and group Pay offices covering membership contributions and maintain membership records on allocated group portfolio.
To provide correct and quality communications to all members, Pay offices and other Business Units to attract and retain members.
DUTIES
Maintain accurate and up‑to‑date membership records across all systems.
Manage member enquiries and cases from initiation to resolution, ensuring timely follow‑up and clear communication.
Process membership changes, including (corporate) 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, identify and resolve the 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.
ESSENTIAL
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.
Ensure high level of customer service by employees/team to all internal and external customers
DESIRABLE
WORK HEALTH AND SAFETY (WHS) RESPONSIBILITIES
Cooperate with HCF in relation to activities taken by the company to comply with WHS legislation
Comply with WHS policies, procedures and safe work practices
Adopt work practices that support WHS programs
Ensure that any hazardous conditions, near misses and injuries are reported immediately to the manager
Participate in meetings, training and other health and safety activities
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
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.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – [email protected] to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
