Under the responsibility of the Assistant Director, Administration and Service, the Administration and Service Agent will be the primary contact for plan sponsors and members supporting the day-to-day administration of group benefits programs.
Please note that we have clients and groups that require a later shift, with our office hours extending to 7:00 PM, Monday through Wednesday. Dependent upon which groups you are placed with, there may be a requirement to adjust your hours to accommodate these later shifts. Any changes will be communicated in advance and will follow a set schedule.
The Incumbent Is Expected To
- Problem resolution - identify, troubleshoot, and address plan sponsor and member issues or complaints effectively and escalate when necessary.
- Gather member data and process monthly billing statements;
- Perform plan audits. Prepare, collect and organize data for review;
- Answer incoming calls from members and respond to members' emails by providing prompt and helpful responses to their inquiries. This includes answering questions about services, group benefit plan, eligibility, flex plan inquiries, plan options, payments, claims, and coverage questions.
- Process member payments.
- Support members in the use of our online member portal and insurer platforms.
- Key letters, produce mail merge emails and mail documentation, as required.
- Serve as primary contact for plan sponsors and members.
- Key member updates, enrolment information, plan member changes, ensuring accurate/up to date information.
- Respond to written and telephone requests from members and/or clients within service standards.
- Participate in other projects requiring assistance, as needed.
- Participate in team meetings and share insights and contribute to team goals.
- Perform any other related tasks as requested by Supervisor.
The Ideal Candidate Will Have The Following Qualifications
- College diploma or equivalent experience;
- Minimum 3 years of experience in group insurance ;
- System integration experience;
- CEBS certification, an asset;
- Bilingualism in both official languages;
- Knowledge of Group health insurance plans for a Multi employer or Flex environment, an asset;
- Advanced computer proficiency incl. MS Office; Word and Excel and ability to learn new applications;
- Strong mathematical, analytical and problem-solving skills;
- Superior attention to detail;
- Excellent oral, written, interpersonal, and communication skills;
- Ability to multi-task effectively and work closely with others in a team environment and independently, must be a self-starter;
- Ability to meet deadlines and work effectively under pressure of time limits.
