Account Services Representative

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

The role can be based in Melbourne, Sydney or Brisbane, offering the flexibility to work fully remotely with ad hoc collaboration days in the office as required.

Role & Responsibilities:

• Manage and prioritise a high-volume case queue in Salesforce, ensuring client requests are actioned accurately, efficiently and within expected timeframes.
• Provide administrative and operational support to Customer Success Managers, responding to client enquiries and coordinating account-related activities.
• Process client account updates, including service amendments, pricing adjustments, billing changes and account information updates.
• Investigate billing discrepancies and collaborate with internal teams to support timely and accurate resolutions.
• Maintain accurate client records across Salesforce and other internal platforms, ensuring data integrity and consistency.
• Build collaborative relationships with stakeholders across Customer Success, Billing, Finance and other business functions to deliver positive client outcomes.
• Maintain comprehensive case notes, documentation and records while ensuring compliance with established processes and procedures.
• Contribute to special projects, system enhancements and continuous improvement initiatives to strengthen operational efficiencies and service delivery.

Skills & Experience Required:

• A minimum of 2 years’ experience in client services, account administration, customer support or a similar operational role.
• Experience using Salesforce or comparable CRM systems, with confidence navigating multiple platforms and managing client information.
• Exceptional attention to detail and a commitment to maintaining accurate records and delivering high-quality work.
• Strong organisational and time-management skills, with the ability to balance a high-volume workload and competing priorities.
• Excellent written and verbal communication skills, coupled with a professional, client-centric approach.
• A proactive and solutions-focused mindset, with the ability to investigate issues, take ownership and follow through to resolution.
• Confidence working both independently and collaboratively within a fast-paced, remote-first environment.
• Proficiency in Microsoft Office applications, including Excel, Outlook and Teams.
• Experience with billing processes, financial administration or supporting Customer Success teams will be highly regarded.
• Previous experience within healthcare, employee benefits, EAP services or a global organisation would be advantageous.

Benefits & Perks

• At TELUS Health, we offer more than just a job – we offer the opportunity to be part of a global movement empowering every person to live their healthiest life, while building healthier, happier workplaces across Australia and beyond.
• Competitive salary package and annual performance bonus
• 2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through our charitable partnerships
• Comprehensive insurance coverage including Total Disability and Death Cover
• Employee Assistance Program (EAP) and access to leading health & wellbeing platforms
• Flexible work arrangements – work remotely, in-office, or a blend that suits your lifestyle
• Award-winning Amazing People Performance Development program to accelerate your growth
• Career mobility across local and global locations and businesses within our 100,000+ team member organisation
• LinkedIn Learning account with unlimited access to thousands of professional courses
• Six employee-led Diversity & Inclusiveness resource groups with 7,000+ members
• Values-driven, collaborative, and inclusive team culture united by our purpose to drive remarkable health outcomes

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.