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Customer Service Representative (Individual Plans)

Posting Date: Nov 26, 2021

Location: Moncton, New Brunswick, CA, E1C 0M3

Company: Medavie Blue Cross

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. We are proud to be a not-for-profit organization dedicated to giving back to the communities where we live and work, and to ensuring our employees thrive in our award-winning, collaborative culture. We are one of Canada’s Most Admired Corporate Cultures and are recognized as a Caring Company, a designation for national leaders in community investment and social responsibility.


Our team of 2,100 professionals work across six provinces. We excel by living our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring the health and wellness of our employees and their families, along with personal and professional growth, through a variety of programs and support at all levels of our organization.


Along with Medavie Health Services, we are part of Medavie — a national health organization with over 6,400 employees. Together, our mission is to improve the wellbeing of Canadians. 



Job Title: Customer Service Representative (Individual Plans)
Department: Individual Sales
Competition: 53629
Internal/External: Internal / External 
Employment Type: Permanent Full Time 
Location: Moncton, NB
Salary: Competitive Compensation 
Reports To: Team Leader

What's in it for you?


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 Loyalty and Retention Specialist who is empowered to support and engage our members through every interaction while strengthening our Individual Business. The Loyalty and Retention Specialist is responsible for retaining and growing the Individual business by providing health solutions to new and existing customers, following an established process.


We offer:

  • Comprehensive health and dental plan that is 100% employer paid effective on your first day;
  • Consistent schedule within the hours of 8am to 6pm, no weekends!
  • We offer extensive paid training and opportunities for career development and advancement;
  • Emphasis on work life balance, providing wellness benefits, health resources and fitness center discounts.

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 them to members;
  • Educate members on the value of their plan benefits.
  • Assist plan members with any requested changes / updates to their plan.  
  • 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;
  • Bilingualism is an asset for this role.


We would like to thank all candidates for expressing interest.  Please note only those selected for interviews will be contacted.


Medavie Blue Cross is an equal opportunity employer.


In order to keep our employees, candidates, and community safe during the COVID-19 pandemic, the majority of our employees are working from home within Canada. All interviewing, onboarding and most work takes place remotely at this time. For those employees who must work in our offices, we have taken every precaution to ensure the health and safety of our people by providing strict protocols/practices to meet legislated client and company needs, as well as modifications to the worksites to mitigate the risks for everyone's protection.   


At Medavie, everything we do is to improve the wellbeing of Canadians.  We have implemented a COVID-19 Vaccination Policy as part of our ongoing efforts to protect the health and safety of our employees, partners, plan members and the communities where we live and work.  Proof of full vaccination is required to work onsite at any Medavie Workspace. 


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