Client Retention Representative

GroupStrength Benefits Direct Inc.•Winnipeg, MB

5d•CA$45,000 - CA$50,000•Onsite

About The Position

At GroupStrength, we're shaking up the Canadian group benefits industry with bold, direct-to-client solutions that cut through the noise; saving clients time, money, and frustration. Our people are what set us apart. From sales to support, we've built a team that's hungry, innovative, and genuinely excited about the difference we're making. We work hard, celebrate wins, and support each other every step of the way. It's the kind of environment where we all thrive and where our people choose to stay because they feel valued, challenged, and part of something bigger. At GroupStrength you will grow your career and be part of a team that actually loves what they do.

Requirements

A driven, empathetic communicator who genuinely cares about client outcomes.
3-5 years of experience in a sales or customer retention role.
Strong problem-solving skills with the ability to quickly identify the root cause of client issues.
Exceptional customer service skills with the ability to empathize with clients.
Highly organized with the ability to manage multiple priorities and maintain strong attention to detail.
Intermediate to advanced knowledge of MS Office (Word, Excel, PowerPoint, Outlook).
Comfortable following established processes while bringing forward ideas for improvement.
Thrives in a performance-based, team-oriented environment.

Nice To Haves

Bachelor's Degree or College Diploma (business major an asset but not required).
Group benefits insurance experience is an asset.

Responsibilities

Contact existing clients to complete Client Experience surveys, gathering honest feedback on their experience with GroupHEALTH.
Diffuse escalated situations and provide support to clients in partnership with the Client Experience and Client Service teams.
Work closely with our customer service and analytical teams to deliver the best possible client experience.
Track all client interactions and data in our CRM system (easy to use and mobile friendly).
Manage your caseload effectively, ensuring regular, consistent follow-up.
Complete a minimum of 15 client experience surveys per week.
Request reference letters from clients who've had exceptional experiences with GroupHEALTH.
Support other departments and internal team members as needed, including customer service and underwriting.
Maintain strong knowledge of the Canadian employee benefits industry and GroupHEALTH's value-added offerings.
Participate in regular retention meetings and ongoing retention training.
Stay aware of the competitive landscape and use that knowledge to support client appeasement and retention strategies.