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Retention Specialist - Individual Products - Work from Home within Alberta

Sales

|

Edmonton

|

Permanent Full Time

Date posted

September 3, 2021

Closing date

November 5, 2021

Let’s impact lives for the better! 

Alberta Blue Cross® is Alberta based, not-for-profit and dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting the wellness of all Albertans. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for training and career growth.

OVERVIEW:

Are you looking for a long-term career where you can bring your exceptional customer service and sales skills and be rewarded for your efforts?   Alberta Blue Cross® has an immediate full-time Work from Home Retention Specialist position in our Individual Products Call Centre. In this role, focus will be on customer retention through building strong relationships, education, creating value while delivering exceptional customer service and demonstrating strong problem solving and resolution techniques.  The successful candidate will be self-motivated, driven by achieving individual results and team targets and passionate about being an ambassador for Alberta Blue Cross® by creating exceptional experiences for our members. 

ROLE RESPONSIBILITIES:

  • Connect with Individual Products customers considering cancelling to assess and respond to their needs and offer member-focused guidance and solutions. 
  • Cultivate member relationships and deliver excellent customer experience in all interactions by building trust and showing patience and compassion.  
  • Demonstrate comprehensive understanding and delivery of the retention process. 
  • Achieve and exceed daily, monthly, and quarterly individual and team targets. 
  • Follow up on inquiries, retention opportunities and resolve complex issues.
  • Take responsibility and action to meet customer and organizational demands. 
  • Effectively manage a target number of inbound and outbound calls daily.
  • Perform other duties as required.

SKILLS AND KNOWLEDGE:

  • Preference will be given to those candidates with previous retention, call centre or customer service experience.
  • Obtaining Accident & Sickness and Life License by successfully completing the Life License Qualification Program (LLQP) and subsequent exams.
  • Must successfully complete a criminal background check.
  • Proven record of the delivery of superior customer service and retention in a metric/KPI driven environment.
  • Highly developed awareness of how service, activities and actions add value for customers.
  • Self-direction and goal-orientation with a clear sense of accountability.
  • Ability to overcome or eliminate barriers that hinder achievement of individual and organizational goals.
  • Superior communication skills with ability to demonstrate empathy in a positive and courteous manner. 
  • Excellent problem-solving and conflict resolution abilities, including handling objections and making prompt decisions. 
  • Willingness to seek out, accept and apply constructive feedback.
  • Strength in the areas of adaptability, flexibility, innovation and independence.
  • Superior organization and time management and the ability to cope in a fast-paced work environment.
  • Must be able to work under pressure while maintaining composure and professionalism.
  • Commitment to maintaining a strong team environment. Invested in personal and team success. 

Training for LLQP licensing will be fully paid by Alberta Blue Cross®.  Targeted yearly compensation includes a competitive base salary plus incentive, based on achieving retention targets. 

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. This position will remain open until a suitable candidate is selected.   If you have the qualifications we are looking for, apply online at careers.ab.bluecross.ca



Join our team

Date posted

September 3, 2021

Closing date

November 5, 2021

Apply

About us

Let’s impact lives for the better!

Alberta Blue Cross® is Alberta based, not-for-profit and dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting the wellness of all Albertans. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for training and career growth.