Member Retention Representative

Blue Cross; Saskatoon; Hybrid; CAD 42,000 - 65,000; Full time

Job summary

Saskatchewan Blue Cross is seeking a full-time permanent Member Retention Representative in the Individual Sales team, with in-office or hybrid options in Saskatoon or Regina. The role emphasizes relationship building, delivering exceptional customer service, and retaining members through calls and meetings.

You will manage inbound/outbound contacts, upsell where appropriate, and ensure CRM data accuracy while upholding privacy standards.

Qualifications

• Post-Secondary diploma or certificate in a related field.
• 3–5 years of administration or servicing insurance experience.
• LLQP and provincial certification preferred.
• Provincial Accident & Sickness and Life licenses within 6 months.
• Experience in retention/new sales over the phone is an asset.

Responsibilities

• Manage a target number of daily inbound/outbound calls with members.
• Listen, assess needs, and provide guidance to support retention.
• Identify opportunities to upsell coverage and new benefits.
• Analyze data to identify trends and improve client retention.
• Maintain high-quality member communications with privacy compliance.
• Cultivate relationships and resolve inquiries in a timely manner.
• Use CRM to manage tasks and ensure accurate data input.
• Provide coverage for core business hours and support other team members.

Skills

Customer service

Retention strategies

CRM software

Data analysis

Phone-based sales

Communication

Education

Post-secondary diploma or certificate

Tools

CRM software

Microsoft Office 365

Job description

Saskatoon or Regina
Saskatoon, SK S7K2C5, CAN

Description

Saskatchewan Blue Cross®, one of Saskatchewan’s Top Employers, is currently recruiting for a full-time permanent Member Retention Representative to join our team in the Individual Sales department. This position offers the flexibility to be in-office or participate in hybrid options in our Saskatoon or Regina office.

JOB FUNCTION

If you are passionate about relationship building, providing exceptional customer service, and thrive in a fast-paced environment, then we’re looking for you! Reporting directly to the Manager, Individual Sales, the successful candidate will be responsible for utilizing retention strategies such as strong relationship building to increase loyalty and ensure product value realization while delivering exceptional customer service. This position manages inbound and outbound calls to members, as well as facilitating in person and virtual client and member meetings.

WHY CHOOSE SASKATCHEWAN BLUE CROSS?

We’re driven by a mission to empower communities on their journey to whole health and wellness, and have a lot of exciting things ahead of us. We’re improving our members’ experiences through investment in our people, technology, services and products. When you join our team, you’re joining an organization where employees are valued, recognized for their contributions and empowered to make us stronger. The wellbeing of our employees, our members, our partners and our communities is at the heart of our operations.

Our industry is evolving fast, and so are we! We’re looking for people who:

• Share our values
• Believe that creating great experiences is totally within their control
• Collaborate and always set others up for success
• Build positive relationships and an understanding of what people’s needs are
• See solutions and possibilities (not problems!)
• Are simply outstanding at what they do

DUTIES & RESPONSIBILITIES

• Effectively manage a target number of daily inbound and outbound calls with existing members in regards to their individual policy
• Listen, analyze, and assess member needs by offering individual focused guidance and solutions in support of retention
• Identify opportunities to upsell coverage and add new benefit options to members that have renewed coverage
• Analyze data and metrics to identify trends and areas of improvement to retain clients
• Focus on maintaining the highest level of quality in delivering member communications, ensuring strict adherence to policies, protocols and best practices regarding the handling of personal and sensitive information
• Cultivate member relationships and provide a positive member experience by responding to, coordinating, and effectively resolving inquiries and/or service challenges in a timely manner
• Possess strong, detailed and technical product knowledge particular to the Individual Product line
• Adhere to implemented procedures and adjust in accordance with insurance policies, sales processes, and workflow procedures while maintaining standard turnaround times
• Administer and maintain files of individual policyholders, including the creation of letters, emails, memos, applications, renewals and other forms, documentation and reports as required
• Effectively use the CRM system to manage assigned tasks and ensure accuracy of data input
• Understand the broader sense of decisions and how it impacts the company, member, broker, and employee
• Act as a primary contact and ensure phone coverage for any incoming inquiries during core business hours for the area on a rotational basis, as required
• Provide back-up coverage to other members of the Individual Sales Support team as required or assigned
• Other duties as assigned

QUALIFICATIONS & SKILLS

• Completion of a Post-Secondary diploma or certificate program in a related field at a recognized institution, an equivalent combination of training and experience will be considered
• 3-5 years of administration and or servicing insurance experience
• Preference will be given to candidates who have successfully completed the Life License Qualification Program (LLQP) and provincial certification
• The successful candidate will be required to obtain their provincial Accident & Sickness license as well as their Life license within 6 months of hire
• Previous experience in the insurance industry would be considered an asset
• Previous experience of retention/new sales over the phone required
• Experience in developing and implementing retention strategies is required
• Knowledge of the latest industry trends and best practices in customer retention
• Ability to turn customers around and overcoming objections is a key asset
• Strong technical skills in the Microsoft Office 365, including Word, Excel and PowerPoint, and familiarity with CRM software, with the ability to easily learn new programs
• Must possess excellent written and verbal communication skills to be able to interact with customer and team members effectively
• Strong analytical ability, with a commitment to accuracy and timeliness
• Ability to analyze data and identify patterns to improve customer retention
• Must be service oriented and responsive to our customers
• Ability to manage multiple competing priorities while meeting frequent deadlines
• Must have strong organizational and problem-solving skills
• Ability to establish and maintain effective relationships, primarily over the phone
• Strong critical thinking and decision-making ability
• Commitment to ongoing personal development and continuous learning with willingness to participate in industry training
• Must be able to work under pressure while maintaining composure and professionalism
• Demonstrated ability to work with minimal supervision and within a team environment
• Must be willing to travel, work flexible hours, and possess a valid Class 5 driver’s license
• Legally entitled to work in Canada on an unrestricted basis
• Criminal Record and background check satisfactory to Saskatchewan Blue Cross

Saskatchewan Blue Cross is an equal opportunity employer committed to diversity and inclusion and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We are also deeply committed to Indigenous inclusion. We recognize the importance of lived experience, cultural knowledge, and traditional leadership. These are valued alongside conventional qualifications as part of our holistic approach to recruitment.