Bilingual Loyalty and Retention Specialist

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. As a not-for-profit organization, we proudly invest in communities to help address some of Canada's most pressing health care challenges. We are one of Canada's Most Admired Corporate Cultures, one of Canada's Top 100 Employers, Canada's Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company.

Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We're committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.

Together with Medavie Health Services, we are part of Medavie - a national health solutions partner with over 8,250 employees. Our mission is to improve the wellbeing of Canadians.

Job Title: Bilingual Loyalty and Retention Specialist Department: Individual Sales Competition: 87268 Internal/External: Both Employment Type: Full Time Permanent Location: Remote in Atlantic Canada or Ontario Salary: Competitive Compensation Package Reports To: Team Leader

What's in it for you?

The insurance business isn't just about claims - it's about people and building strong relationships while allowing us to assist the member with all their health insurance needs. Engaging our members is more than giving the member what they expect; it's about exceeding their expectations. We are looking for a Loyalty and Retention Specialist who is empowered to support and engage our members through every interaction while strengthening our Individual Business. The Loyalty and Retention Specialist is responsible for retaining and growing the Individual business by providing health solutions to new and existing customers, following an established process.

We offer:

• Comprehensive health and dental plan that is 100% employer paid effective on your first day;
• Consistent schedule within the hours of 8:00 am to 6:00 pm, no weekends
• Extensive paid training and opportunities for career development and advancement;
• Emphasis on work-life balance, providing wellness benefits, health resources and fitness center discounts.

Your everyday with us:

• Serve as the initial contact resolution specialist with Individual Plan Members to assess their plan and payment needs, utilizing strong listening and problem-solving skills;
• Learn and understand all lines of the Individual Health benefits, services and products to be able to successfully promote & explain them to members;
• Handle plan cancellation requests and provide alternate solutions by educating members and explaining the value of purchasing or upgrading our products;
• Communicate effectively both verbally and in writing through phone and email inquiries;
• Liaise with other internal departments to resolve and enhance the members' inquiry with a positive outcome aimed at first call resolution;
• Research and analyze complex issues to determine appropriate resolution and aim for continuous improvement by actively seeking and identifying enhancements to processes;
• Work independently and as part of a team to encourage a positive environment;
• Meet personal and team targets.

What you need to succeed:

• Obtaining a Provincial Life, Accident & Sickness license, LLQP, within 6 months from hire date is a requirement of the role; Medavie will cover the cost of an accredited education provider for the LLQP Course, as well as the first exams and licensing fees;
• Post-secondary education in Sales and/or Business or equivalent;
• 1-2 years of experience in Sales, Customer Service and/or Retention;
• Previous experience in the insurance or health care industry would be an asset;
• You like helping people and have a proven commitment to the delivery of superior customer service and retention;
• You are an excellent communicator - through email and phone, you are clear, concise and friendly;
• A strong desire to succeed, driven by individual results within a team-based environment;
• Self-directed and goal-oriented with a sense of accountability and resourcefulness;
• Ability to build relationships with members through effective conversations that foster trust and enable you to influence their decisions about their plans;
• Ability to quickly analyze problems and initiate effective resolutions;
• Strong technical aptitude - you can multitask and navigate between multiple software applications simultaneously;
• Bilingualism (French/English) required.

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We are an Equal Opportunity Employer.

Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.

For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.