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 recent 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

Solid 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.

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📌 Member Retention Representative (Winnipeg)
🏢 Saskatchewan Blue Cross
📍 Winnipeg