General Description

Working collaboratively in a team environment, this position is responsible for supporting the Client Services Department overseeing and conducting group benefits and new group and member administration, including client enquiries (employer and employee level) regarding benefit plans, tracking and recording employee eligibility changes and conducting claims research and investigating discrepancies. This position is mentored by and supports the Lead Client Services Team member.

Reports to: Manager, Finance & Administration                  Supervises: n/a

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 with the Trust.
• Our Values – Consistent, Loyal, Innovative, Efficient, Needs-focused, Team

Responsibilities and Expectations

• Supports the Client Services department
• Sets up new groups and amendments to existing groups
• Processes new member enrolment and tracks client relations
• Supports the Client Services department, as needed.
• Assists in the development and updating of client services policies and procedures
• Responds to and addresses basic client enquiries from employees, employers and plan administrators
• Investigates concerns, interprets policies/procedures, provides information and problem-solves as applicable
• Through interrelationship with clients, consistently identifies new client needs for sale opportunities
• Directs and/or escalates calls and enquiries as applicable
• Disability claims tracking
• Supports design, development and executes projects, as applicable
• Undertakes other related client services duties as required

Required Skills & Competencies

• Strong working knowledge of group insurance/employer-sponsored benefit programs
• Ability to understand and interpret industry and organizational policies and procedures
• Advanced knowledge of Excel and other MS Office software
• 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

• Post-secondary degree or diploma in a related area, or equivalent education, training and experience
• 3-5 years in a Client Services role or related position
• Group Benefits Associate (GBA) designation or working towards is considered an asset.

Objectives & Success Indicators

• Consistency – We regularly 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 Focus – 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.

This role will report and work from the Burnaby Office

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.ca.

General Description

Working collaboratively in a team environment, this position supports both the Client Consulting and Client Development team.  This is a dynamic role, nurturing both our current members and prospects.  The BCCA EBT values all opportunities to connect with organizations of like-values, and by supporting our consulting team, you help to build strong relationships from the beginning, starting with the initial contact, through to the end of the sale, and then on-going.  We strive to educate, as well as listen, in order to provide value to our members.  Our purpose, as a Health and Welfare Trust, is to ensure our plans provide access to services ensuring the long-term positive health outcomes of members.

Working independently, as part of a cohesive, high-functioning team, and as a highly self-motivated professional, your forté is building relationships and identifying areas of improvement to enhance the exceptional client experience we seek to provide.

Reports to: Department Manager                                            Supervises: n/a

Alignment with our Mission, Vision & Values

• Our Mission – To be an innovative provider of employee benefits to a growing and dynamic community of discernible members.
• Our Vision – The Employee Benefit Program is dedicated to providing consistent and exceptional customer service. Our organization has a loyal following of long-standing members that have been with the Program for countless years. Its innovative, efficient and needs-focused approach to serving the members defines its unparalleled success in an industry that’s ever growing, ever changing. We act always with our clients at the forefront and do what is honest, reasonable and trustworthy.
• Our Values – Consistency, Loyalty, Innovation, Efficiency, Needs-focused, Trust

Responsibilities and Expectations

• Support Consulting team with prospect / client-related communications, assembling data to provide quotes and administrative support as required.
• Assist in performing needs and financial analysis in order to provide value-added service and the successful presentation of proposal benefit plans
• Coordinate collection of information for group implementation and work with other BCCA EBT teams to ensure the group set-up process is smooth and timely
• Peer review of documentation to ensure accuracy
• Assist in coordinating and analyzing data to provide current member groups with plan alternatives
• Assist in resolving escalated claims issues
• Coordinate and articulate resources to provide solutions to client initiatives
• Provide support to other teams to accomplish department and organizational objectives
• Continually seek to enhance the client experience through process improvement and communications
• Stay up to date on benefit related issues and industry trends by participating in educational opportunities
• Perform other duties as required

Required Skills & Competencies

• Client focused with a desire to see through requests to completion quickly and comprehensively
• Strong problem-solving and analytical skills
• Strong organizational skills and a high attention to detail
• Strong written and verbal communication skills
• Proficient with Microsoft tools such as Word and Excel
• Strongly team oriented with the willingness/ability to collaborate and participate in sharing ideas
• Willingness to learn and take on new responsibilities
• Demonstrate professionalism in the workplace including being accountable, and acting with honesty and integrity
• Proven ability to maintain composure and professionalism in all business situations
• A positive, ‘roll up your sleeves, think outside the box, no job is too big or too small’ attitude

Ideal Education & Experience

• 1-2 years of related benefits industry experience would be an asset
• University degree or college diploma with an emphasis on analytical skills
• GBA or working towards GBA

Objectives & Success Indicators

• Consistency – strive for and maintain excellence in client relations through outstanding communication, organizational and problem-solving skills
• Loyalty – positively promote our organization through dedicated partnership with existing and prospective clients
• Innovation – be a champion of positive change and flexibility in the work that you do; continuously look for innovative ways to improve client relations
• Efficiency – apply the principles of personal responsibly and accountability to your work and set an example of excellence for colleagues and clients
• Needs-focused – communicate and collaborate with colleagues and clients; offer mentorship, assistance and support in any way you can to ensure the highest level of service, community spirit and wellness
• Trust – demonstrate confidence and integrity in your dedication/ability to be accountable for decisions that have organizational impact

This role will report and work from the Burnaby Office

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.ca.