Bilingual Senior Client Service Representative, Group Benefits

Company: CLIC
Department: Client Services
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: Bilingualism in English and French is required.
Job Grade: 3
Additional Information:

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy.  That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose.  The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

The Senior Client Service Representative, Group Benefits is the first point of contact for group benefits plan sponsors and human resources professionals. The role builds and maintains strong relationships with plan sponsors, provides them with education and guidance on eligibility requirements and administration of group benefit plans, and provides them with training on the Benefits Now for Plan Sponsors website.

How you will create impact: 

• Answer client inquiries received by phone, email or through the online system regarding Group Benefits eligibility and administration, billing and premium inquiries, exception handling, and general inquiries.
• Educate plan sponsors/administrator on Group Benefits administration and policy guidelines.
• Train plan administrators on the use of Benefits Now for Plan Sponsors.
• Trouble-shoot inquiries from Benefits Now for Plan Sponsor users (for both initial training and ongoing consultation).
• Research situations to determine the root cause of any plan member eligibility discrepancies reported by clients and makes any appropriate corrections to plan member information on internal systems.
• Provide back-up to the EHC/Dental CSRs, responding to claims and coverage inquiries related to health and dental coverage.
• Respond to claims-related inquiries from plan sponsors / administrators to ensure service at first point of contact.

To join our team:  

• You have completed a post-secondary education; or an equivalent combination of relevant experience and/or education
• You have 2 years of previous experience with Group Benefits
• Completion of LOMA, HIAA, GBA, or ACS an asset
• You must respond with a high level of accuracy, demonstrating sound problem solving skills, excellent written communication skills
• You have the ability to work in a team environment to consistently provide superior client service
• You must have excellent communication skillset.
• You must have strong organizational, problem solving, and analytical skills

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

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Expected salary range $50,280 - $83,800​

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.​​

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.

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