Member Support Representative – Individual Products Member Support

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for career growth.

OVERVIEW:

Alberta Blue Cross® has an immediate opening for a Member Support Representative in our Individual Products department. Working from home, the focus is customer experience and retention. You will be an ambassador on behalf of Alberta Blue Cross® and will handle both incoming customer inquiries and make outbound calls for member plan updates. The successful candidate will be highly detail oriented, passionate about providing exceptional customer experiences and ready to handle a fast-paced work environment.

WHAT YOU WILL DO:

• Efficiently handle incoming telephone inquiries and correspondence from members, utilizing strong listening and problem-solving skills.
• Contact customers regarding outstanding payments to make appropriate collections.
• Accurately process new application enrolments, payments, amendments and update appropriate systems in relation to individual health plans.
• Consistently achieve key performance indicators and metrics.
• Research and analyze problems independently and determine appropriate resolution.
• Cultivate member relationships and deliver excellent customer experience in all interactions by building trust and showing patience and compassion.
• Commitment to maintaining a strong team environment. Invested in personal and team success.
• Must be able to work under pressure while maintaining composure and professionalism.

WHAT YOU WILL HAVE:

• Proven commitment to the delivery of superior customer experience.
• Preference will be given to those with previous call centre experience.
• Dedication to working effectively with customers and fellow employees in a team environment while maintaining pleasant telephone manner.
• Able to multi-task and prioritize tasks effectively and in a timely manner.
• Strength in the areas of flexibility, innovation, and independence.
• Accuracy and attention to detail is required.
• Highly developed organizational and prioritization skills.
• Demonstrated ability to cope in a fast-paced work environment.
• Excellent verbal and written communication skills focused on building and maintaining strong customer relationships.
• Solid decision-making, problem-solving and conflict resolution skills. Willingness to seek out, accept and apply constructive feedback.
• Positive attitude and productive, professional, and courteous manner.
• Self-direction and goal-orientation with a clear sense of accountability.

This position will remain open until a suitable candidate is selected.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, please apply.