General Description

We are looking for a highly self-motivated professional with exceptional working knowledge of group insurance/employer-sponsored benefit programs. This position is responsible for supporting the Client Services team through group benefits and member administration, including employer and employee level benefits enquiries, recording employee eligibility changes, conducting claims research and investigating discrepancies.  This role is also responsible for supporting the new group onboarding process through plan design implementation. This position is mentored by and supports the Client Services Team lead.

Reports to: Manager, Finance and Administration

Core Competencies

Alignment with our Mission, Vision & Values

• Our Mission – We anticipate our members’ health and wellness needs, and provide a robust employee benefits plan that exceeds their expectations and protects them from life’s uncertainties
• Our Vision – The long-term well-being of our plan members is protected and enhanced through their relationships at the Trust.
• Our Values – Consistency, Innovation, Needs-focused, Team Orientation

Responsibilities and Expectations

• Supports the Client Services team providing guidance to other team members, as applicable
• Sets up new groups and amendments to existing groups
• Processes new member enrolment and tracks client relations
• Assists in the development and updating of client services policies and procedures
• Responds to and addresses client enquiries of escalating complexity from employees and plan administrators
• Investigates concerns, interprets policies/procedures, provides information and problem-solves as applicable
• Through interrelationship with clients, consistently identifies changing needs for benefit enhancement opportunities
• Directs and/or escalates enquiry calls as applicable
• Disability claims tracking and oversight
• Supports design, development and executes projects, as applicable
• Undertakes other related client services duties as required
• Establish and maintain close relationships with existing clients
• Troubleshoot electronic systems interface

Required Skills & Competencies

• Strong working knowledge of group insurance/employer-sponsored benefit programs
• Ability to understand and interpret industry and organizational policies and procedures
• Proficiency in Microsoft Office (Word, Excel and Outlook)
• Demonstrated ability to maintain a calm and professional demeanor
• Strong organizational, problem-solving and prioritization skills
• Strong attention to detail
• Ability to collaborate in a team environment
• Proven superior communication and client service skills

 Ideal Education & Experience

• Strong working knowledge of insurance and/or benefits administration with at least 5 years’ experience in the industry
• A post-secondary degree or diploma in a related area, or equivalent education, training, and experience
• Excellent customer service and verbal/written communication skills when corresponding with internal and external clients
• Ability to manage multiple tasks while ensuring high attention to detail and accuracy of work within a specified period
• Above average time management and organizational skills
• Strong troubleshooting skills and demonstrated resourcefulness when solving issues or problems
• Understanding of administration systems, databases and ability to adapt quickly to different systems in a dynamic environment
• Advanced knowledge of Excel and other MS Office software
• Group Benefits Associate (GBA) or Certified Employee Benefits Specialist (CEBS) designation or working towards is considered an asset.

Objectives & Success Indicators

• Consistency – We deliver what we promise. We are results-driven and provide outstanding service excellence.
• Innovation – We seek creative, practical solutions. We are flexible and adaptable to change. We maintain a can-do philosophy and focus on smart delivery.
• Needs-Focused – We provide client-centric solutions with empathy and insight for our members and their employees. We are accessible – ensuring clear accountability and effective, open communication.
• Team Orientation – We are a passionate and caring team, committed to long-term relationships. We are transparent and care for each other. We strive for leadership, integrity, trusted relationships, respect and openness.

How to Apply

If your values are aligned with ours and you’re eager for the opportunity to contribute to the growth of our organization, please apply with resume and cover letter to: careers@bccabenefits.com.