I am currently a Customer Service advisor at Benefits & Care. Our job consists on helping the agents, provide support to their members. I have noticed that our job is not just about assisting people with their health insurance plans. We go beyond that.
One of our regular activities are support campaigns with members. These campaigns consist on sending messages of support and commitment to our members on special dates, like Birthday's, Christmas, New Year or any other special or required occassions.
In mid-December 2023, we were running the Merry Christmas and Happy New Year campaign for our members, reminding them that we are here to assist and help them, as our service focuses on creating a close and familiar relationship.
During this campaign, one of our members reached out and felt that I should listen to him as he wanted to share a story that left a deep impression on me. This member was going through a very difficult stage in his life, especially during these family times. He told me that he felt very lonely and sad, but at the moment he had confusing thoughts, he received our unexpected message, where we not only wished him happy holidays but also offered genuine support, and he felt it was real.
He expressed the following: “That message changed my mindset, and I am very grateful for the support. It made a big difference in my life. Although I was alone, it made me feel accompanied."
Thanks to the attention of his insurance agent and our words of encouragement from the retention team, for him, it was a powerful reminder that there are people who care and are willing to help.
The impact for me as an advisor was realizing the difference we can make by acting with familiarity, empathy, and heart. It was enriching to see how our actions, even if they seem small, can have a significant effect on someone’s life.
Every day I do my job with passion, with the goal of helping and accompanying our clients. However, this particular story deeply marked me, reminding me of the power of our work by always putting heart into every interaction and the importance of doing things differently.
Definitely, our role goes beyond being retention advisors; we are a source of hope and support for those who need it most, especially in difficult times.
