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Optiom stands as the trusted leader for replacement insurance across Canada. Because we genuinely care about you and what matters most, our sole focus is keeping you whole when the unexpected happens. Driven by this genuine care, we redefine expectations by delivering the improbable when you need us most.Job Title Client Retention SpecialistJob DescriptionWhat is the opportunity?We are looking for candidates to grow our client care team in Calgary, AB, or Langley, BC. As a Client Retention Specialist, you will be responsible for proactively reaching out to clients whose insurance policies are at risk of cancellation.
Your main objective is to engage clients, understand their concerns, and provide effective solutions to retain their business.What will you do?· Enact strategies to retain policyholders during requests for cancellation.· Educate clients on the value and benefits of the product to retain cancellation.· Regularly meet weekly/monthly retention targets.· Provide knowledgeable responses while addressing customers' inquiries or concerns regarding their coverage.· Maintain timely and professional communication with our clients via email and phone calls.· Build rapport and maintain positive relationships with customers through effective and empathetic communication.· Work alongside other departments to provide a complete client experience and to assist with client retention.· Assist clients with file or coverage updates.· Accurately and efficiently process file changes.· Use a high level of attention to detail to process cancellation, endorsements and other data entry.· Review and action information based on regular reporting.· Adequately communicate with 3rd party service providers to ensure information is up to date.What do you need to succeed?· Level 1 General License is an asset.
· 1-2 years of customer service experience.· Possess a high level of empathy, patience and understanding and the ability to navigate difficult conversations successfully and professionally.· Excellent verbal communication skills with a clear and confident speaking voice.· Ability to handle confidential information with integrity and maintain a high level of professionalism.· Ability to work well under pressure and adapt to changing priorities in a fast-paced environment.· Demonstrate a comfortable and confident demeanor when interacting with both clients and co-workers.· Display and carry positive energy with the ability to work within a team-based environment.· Bilingual skills are an asset.· Sales or customer retention experience is an asset.· Open to working evenings and weekends.Job SummaryCity:Calgary, AB or Langley, BCWork hours/week:37.5 hoursEmployment Type:1 Year Fixed-term ContractDepartment:Client Care Posted Date:2025-04-24Application Deadline:2025-05-08Inclusion and Equal Opportunity EmploymentAt Optiom, we embrace diversity and inclusion for innovation and growth.
We are committed to building inclusive teams and an equitable workplace for our employees to bring their authentic selves to work. We also strive to provide an accessible candidate experience for prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.Working ConditionsEnvironment: In office.
