Loyalty and Retention Specialist - Individual Products


Openings 1
Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Jan 02, 2018
Profession Training / Quality Assurance
Career Level(s) Experienced (Non Manager)
Job Type(s) Permanent, Full Time
Education Level(s) Not Specified
Job ID job-9217

Position Summary


Alberta Blue Cross has an immediate opening for a permanent full-time Loyalty and Retention representative in our Individual Products department. Working within a team environment, the Loyalty and Retention Specialist is responsible to support our members and resolve potentially complex issues while delivering exceptional customer experiences on a daily basis in a highly productive call centre environment. This role is very dynamic and rewarding as it has strong focus on customer service, accounts receivable, and sales while supporting our Blue for Life vision.


  • Contacts Individual Product members, assessing client needs; utilizing strong listening and problem solving skills.
    • While providing an outstanding customer experience, work with members to bring accounts up to date, ensure members on correct plans for their health and financial needs, and make plan recommendations.
    • Accurately processes payments and amendments to the Individual health plan.
    • Updates appropriate systems in relation to individual health plans.
    • Researches and analyzes problems independently and determines appropriate resolution.
    • Achieve and/or surpass personal and team targets.
    • Manages complex issues/files as required.
    • Performs other duties as required.


  • A strong desire to succeed and is driven by individual results within a team based environment.
  • Obtaining Accident & Sickness and Life License by successfully completing the Life License Qualification Program (LLQP) and subsequent exams.
  • Pass a criminal back check.
  • Preference will be given to candidates with prior sales, loyalty and retention, customer service or accounts receivable experience, or any combination of these.


  • Requires superior interpersonal skills with an emphasis on written and verbal communication ability plus strong negotiation skills.
  • Demonstrated commitment to exceptional customer service.
  • Requires strong team player skills and attitude.
  • Requires excellence in the decision-making, conflict resolution, analysis and problem solving process, especially under pressure.
  • Goal oriented with strong desire to succeed and able to achieve individual results in a strong team based environment.
  • Strong ability to develop and maintain strong customer relationships.
  • Positive attitude, professional, and engaging manner.
  • Self-directed with a strong sense of accountability and commitment to ongoing development and learning.
  • Requires strong organizational and time management skills in a fast paced work environment while maintaining flexibility, innovative thinking, and independence.
  • Demonstrated Microsoft Office proficiency.

Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. This position will remain open until a suitable candidate is selected.  If you have the qualifications we are looking for, please apply online at www.ab.bluecross.ca

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