Strategic Customer Experience Specialist – Health Benefits

Green Shield Canada (GSC); Windsor; Hybrid; CAD 59,000 - 79,000; Full time

Job summary

Green Shield Canada is seeking a Customer Experience Management Specialist to serve as the primary point of contact for complex member concerns, taking ownership from initial contact through resolution and delivering timely, accurate, and compassionate support.

You will collaborate with Claims, Drug Authorization, and Contact Centre Operations, document consistently, capture escalation drivers and root causes, and help identify trends to improve the overall member experience.

Qualifications

• Experience in a contact centre or member service environment handling complex interactions.
• Ability to handle escalated or sensitive member concerns.
• Strong conflict resolution and de-escalation skills.
• Excellent written and verbal communication skills.
• Strong analytical thinking and decision-making abilities.
• Exceptional attention to detail with accurate documentation.
• Proven ability to work independently while managing multiple priorities.
• Strong organizational and case management skills.
• Ability to collaborate effectively with cross-functional teams.

Responsibilities

• Owns each member case from initial contact through resolution.
• Manages live transfers and follows up on feedback to improve service.
• Collaborates with Claims, Drug Authorization, and Contact Centre Operations to resolve issues.
• Documents interactions accurately and categorizes escalation drivers, root causes, and outcomes.
• Provides insights to support coaching, process improvements, and initiatives.

Skills

Contact centre experience

Escalation handling

Conflict resolution

Excellent communication

Analytical thinking

Attention to detail

Independent work

Organization

Cross-functional collaboration

Job description

Green Shield Canada is seeking a Customer Experience Management Specialist to serve as the primary point of contact for complex member concerns, taking ownership from initial contact through resolution and delivering timely, accurate, and compassionate support.

You will collaborate with Claims, Drug Authorization, and Contact Centre Operations, document consistently, capture escalation drivers and root causes, and help identify trends to improve the overall member experience.