Contact Centre Administrator – Group Plan Administrator Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serves as the primary contact within the Group Plan Administrator Support department.

• Handles incoming phone and email inquiries.

• Assess customer needs, clarify details, and ensure all requests and inquiries are followed up on.

• Performs research and analysis to identify the root causes of issues and deliver solutions within set turnaround times and service levels.

• Delivers online demonstrations for new groups and plan administrators.

• Makes outbound calls to gather missing information or inform customers of upcoming changes.

• Works collaboratively and takes on responsibilities for other administrators during their absence.

• Ensures accurate updates of information across all relevant systems in line with policies and procedures.

• Educates and supports users regarding the Alberta Blue Cross Plan Administrator website.

• Offers assistance to both internal and external clients via Microsoft Teams whenever necessary.

• Cultivates sustainable relationships and engages customers by going above and beyond.

• Conducts monthly audits of group information and plan administrator access requirements.

• Represents Group Plan Administrator Support in projects and committees as required.

⛳️ Requirements

• A business diploma or certificate is considered an asset.

• Experience and knowledge in the insurance industry, particularly in health, dental, life, disability, and spending account benefits, would be advantageous.

• Familiarity with Alberta Blue Cross plans, contracts, systems, and procedures would be beneficial.

• Experience with public speaking or a background in education would be valuable.

• A proven record of outstanding customer service skills.

• Excellent listening, verbal, and written communication abilities.

• Requires strong interpersonal skills.

• Exhibits a positive attitude and is a strong team player.

• Capable of multitasking, prioritizing, and managing time effectively.

• Requires proficiency in decision-making, problem-solving, and research analysis.

• Must be skilled in Microsoft Outlook, Word, and Excel.

🏝️ Benefits

• Exceptional customer experience

• Community leadership

• Career growth opportunities

• Healthy work-life balance

• Inclusive work environment