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Bilingual Customer Loyalty and Retention Advisor

3 months ago

Canada Medavie Blue Cross Full time

For over 75 years, Medavie Blue Cross has been a prominent health and wellness partner for individuals, employers, and governments across Canada. As a not-for-profit organization, we take pride in investing in communities to tackle some of Canada's most significant health care challenges. We have been recognized as one of Canada's Most Admired Corporate Cultures, one of Canada's Top 100 Employers, and Canada's Life & Health Insurer of the Year for 2021, in addition to being an Imagine Canada Caring Company.

Our team of 2,400 professionals operates across six provinces, united by our core values of care, accountability, responsibility, innovation, and community focus. We are dedicated to ensuring our employees flourish in our award-winning, collaborative culture, which emphasizes health, wellness, and personal and professional development through various programs and support across our organization.

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

Position: Bilingual Customer Loyalty and Retention Advisor
Department: Individual Sales
Employment Type: Full Time Permanent
Salary: Competitive Compensation Package

What We Offer:

The insurance industry is not solely about claims; it revolves around people and fostering strong relationships while assisting members with their health insurance needs. Engaging our members transcends meeting their expectations; it involves surpassing them. We seek a Loyalty and Retention Advisor who is empowered to support and engage our members through every interaction while enhancing our Individual Business. This role is pivotal in retaining and expanding the Individual business by delivering health solutions to both new and existing customers, adhering to an established process.

Your Daily Responsibilities:

  • Act as the primary contact resolution specialist for Individual Plan Members, assessing their plan and payment needs with strong listening and problem-solving skills;
  • Acquire comprehensive knowledge of all lines of Individual Health benefits, services, and products to effectively promote and explain them to members;
  • Manage plan cancellation requests and provide alternative solutions by educating members on the value of purchasing or upgrading our products;
  • Communicate effectively both verbally and in writing through phone and email inquiries;
  • Collaborate with other internal departments to resolve and enhance member inquiries with a focus on achieving first call resolution;
  • Investigate and analyze complex issues to determine appropriate resolutions and strive for continuous improvement by actively seeking enhancements to processes;
  • Work independently and collaboratively within a team to foster a positive environment;
  • Meet personal and team performance targets.

Qualifications for Success:

  • Obtaining a Provincial Life, Accident & Sickness license, LLQP, within 6 months of hire is a requirement; Medavie will cover the costs associated with 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 experience;
  • 1-2 years of experience in Sales, Customer Service, and/or Retention;
  • Previous experience in the insurance or health care sector is advantageous;
  • A genuine passion for helping people and a proven commitment to delivering superior customer service and retention;
  • Exceptional communication skills - clear, concise, and friendly in both email and phone interactions;
  • A strong desire to succeed, motivated by individual results within a team-oriented 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 influence their decisions regarding their plans;
  • Capability to quickly analyze problems and initiate effective resolutions;
  • Strong technical aptitude - adept at multitasking and navigating multiple software applications simultaneously;
  • Bilingualism (French/English) is required.

We are an Equal Opportunity Employer.

Medavie Blue Cross is committed to fostering a culture where everyone can achieve their full potential - a culture of diversity, equity, and inclusion (DEI) where we embody our values in our daily interactions with 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 any accommodation(s) required 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 appreciate all candidates for their interest. Please note that only those selected for interviews will be contacted.