Client Retention Representative

Location: Winnipeg, MB

Job type: Full time, Permanent

**THE OPPORTUNITY (IS HUGE)**

Employee benefits are a $50 billion dollar a year B2B industry in Canada and growing every year. But the average age of traditional employee benefits sales advisors is over 60 years old, traditional employee benefits sales techniques haven't progressed for 25 years, and traditional employee benefits advisors’ firms act like closed shops when it comes to adding new people. The industry is only getting bigger - but where are its next generation of sales advisors going to come from?

**YOUR ROLE**

As a Client Retention Representative you will focus on contacting existing clients and surveying key members of the organization in an effort to assess, and determine how they feel about their services and our organization. You will work collaboratively with our Client Experience Team and our Client Service Team to find optimal solutions for our clients.
- In your first 30 days_
- You will go through our supportive training process and complete our Client Experience Training.
- You will begin to work with our clients.
- You will start learning about our retention process.
- In your first 60 days_
- You will review and learn how to manage escalations with your Client Experience Lead.
- In your first 90 days_
- You will get your own survey caseload.
- You will manage all reports on your progress.
- You will work through suggestions and ideas for process improvements.

**YOUR IMPACT**
- You will contact clients and complete Client Experience survey.
- You will diffuse escalated situations and provide support to the client from the client experience team or client service.
- You will work closely with our customer service and analytical teams to provide the best client experience possible.
- You will track all prospect interactions and data in our CRM system (easy to use and mobile friendly).
- You will manage your caseload effectively, ensuring regular follow up is taking place.
- You will complete a minimum of 15 client experience surveys per week.
- You will request reference letters from clients that have had exceptional experiences with GroupHEALTH & GroupStrength.
- You will support other departments and internal team members as required i.e. customer service, underwriting, etc.
- You will demonstrate strong knowledge of the Canadian employee benefits industry as well as GroupHEALTH’s value added offerings.
- You will participate in regular retention meetings and retention training.
- You will maintain awareness of competitive landscape, specific to services offered by competitors, and using that knowledge to leverage client appeasement.

**THIS IS YOU**
- You have post secondary education.
- You have 3-5 Years’ experience in a sales of customer retention role.
- You have previous Group Benefits Insurance experience.
- You have an intermediate to advanced knowledge of MS Office (MS Word, Excel, PPT, Outlook).

**THIS IS NICE**
- You have an intimate knowledge of sales, service and underwriting processes (training will be provided).
- You are a team player with ability to collaborate with others in a positive and respectful manner.
- You have strong negotiation skills.
- You are self motivated with the ability to overcome rejection.
- You have problem solving skills with the ability to quickly identify the root cause of client issues.
- You have exceptional customer service skills with the ability to empathize with clients.
- You are organized with the ability to manage multiple priorities.
- You have strong attention to detail with the ability to document client conversations.
- You have the ability to follow pre-established processes.
- You have the ability to thrive in a performance based, team environment.

**WHAT YOU'LL GET**
- Comfortable Salary.
- Excellent benefits of course.
- Office and team culture like no other
- Career growth
- Hands on training and experience.

**WHY YOU WILL LOVE WORKING FOR GROUPSTRENGTH**
- Professional Development_

We are a fast-growing company and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us
- Health & Wellness Benefits_

We offer a comprehensive array of health and wellness benefits that provide choices so you can tune your benefits plan to fit your unique needs.
- Events and Socials_

When you join our team, you’ll enjoy everything from virtual company-wide teaching and training days, industry events, Happy Fridays, team social events and much more.