Individual Service Specialist

Medavie; Canada; Hybrid; CAD 40,000 - 45,000; Full time

Benefits offered by this job

Health, vision & dental plan (employer

Pension plan (100% employer-matched)

Annual incentive bonus

Gifted week of vacation in first year

Vacation Purchase Program

Career development

Job summary

Medavie in Canada is seeking a Customer Service Representative focused on loyalty and retention within the Individual Health business. You will respond to member inquiries, promote health plans, and resolve cancellations with up-sell options, working with several internal teams to ensure first-call resolution.

The role offers a permanent, full-time position with flexible remote/hybrid work, comprehensive benefits starting day one, and a competitive incentive program aimed at personal and team

Qualifications

• 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.
• Post-secondary education in Sales and Service or equivalent.
• 1-2 years of experience in Sales and Service in the insurance or health care industry would be an asset.

Responsibilities

• 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, and make recommendations 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 written through phone and email inquiries;
• Liaise with other internal departments to resolve and enhance the members inquiry with a positive outcome and 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.

Skills

Customer service

Communication skills

Problem solving

Relationship building

Multi-tasking

Technical aptitude

Education

Post-secondary education in Sales and Service or equivalent

Job description

Position Type

Permanent

If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place. As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year. Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential.

Start Date: November 16, 2026

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 customer service representative with an expertise in loyalty and retention - an individual who is empowered to support and engage our members through every interaction while strengthening our Individual Business. Our representatives on this team are responsible for retaining and growing the Individual business by providing health solutions to new and existing customers, following an established process.

What’s in it for you?

• Permanent full-time position with opportunity to grow in a well-established organization.
• Flexible work arrangements and emphasis on work-life balance including remote and hybrid work options.
• Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day.
• 100% employer-matched Defined Contribution Pension Plan
• Annual Incentive Bonus which recognizes your contribution to our success.
• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program.
• An organization where we encourage personal learning and growth with opportunities for career development

Your Every Day 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, and make recommendations 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 written through phone and email inquiries;
• Liaise with other internal departments to resolve and enhance the members inquiry with a positive outcome and 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

• 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;
• Post-secondary education in Sales and Service or equivalent;
• 1-2 years of experience in Sales and Service in the insurance or health care industry would be an asset.

#CBM1

This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation.

Pay Range

40,254 - 45,285 CAD

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process.

If you experience any technical issues throughout the application process, please email: [e-mail].