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Medibank to certify future customer service experts

Medibank has announced a new recruits to its call centre will be able to earn a Certificate III in Customer Engagement from Swinburne University after 40 weeks of successful induction and training.

With around 50 per cent of new call centre employees having no tertiary qualification, the Certificate will open up the possibility of additional career and educational opportunities – which could lead all the way through to a Master of Business Administration.

Medibank Chief Customer Officer, David Koczkar, said the announcement was great news for all involved.

“Giving employees the benefit of earning a tertiary qualification as they work, within their normal working hours, should provide a great incentive to join the Medibank team.”

“This Certificate will certify our future customer service experts to guide our customers through what can be difficult decisions about their health.”

Medibank expects round 200 employees will graduate from the program in its first year.

“Australia has some wonderful customer service talent, but as a large local employer with a 40 year history, we recognise the need to invest in our people to boost their skills and our ability to deliver great service to our customers.” said Mr Koczkar.

To complete the course, new employees will undertake a mix of on-the-job and online learning over 40 weeks. Their learning will build from the basics of processing payments and handling extras claims, to handling challenging calls and complaints, and end with personal growth subject (such a finance coaching, for example).

Students’ progress will be assessed via reviews of how well they conduct themselves with customers, role plays, and written assessments to check their knowledge of Medibank’s products, processes and systems.

The first intake of students will commence shortly.

Swinburne Professional Director, Rob Chetwynd, conveyed his enthusiasm for the innovative Medibank approach and strategy.

“It’s been a great opportunity for us to roll out a flexible and accessible way of studying to meets the needs of both Medibank and our future students.”

“Medibank and Swinburne have had a decade-long relationship, and I’m proud that it continues to produce innovative approaches to learning,” said Mr Chetwynd.

Click here for more information about career opportunities at Medibank.

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