Contact Centre Administrator – Group Plan Administrator Support

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

📋 Description

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

• Oversee incoming phone and email inquiries.

• Assess customer needs, clarify information, and ensure follow-through on requests and inquiries.

• Perform research and analysis to identify root causes and provide solutions within defined turnaround times and service levels.

• Deliver online demonstrations for new groups and plan administrators.

• Make outbound calls to gather missing information or inform customers about upcoming changes.

• Work collaboratively with and take responsibility for other administrators during their absence.

• Ensure accurate updates of information in relevant systems in compliance with policies and procedures.

• Offer education and support regarding the Alberta Blue Cross Plan Administrator website.

• Assist internal and external clients via Microsoft Teams when necessary.

• Cultivate long-lasting relationships and engage customers by going the extra mile.

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

• Act as a representative for Group Plan Administrator Support on projects and committees as needed.

⛳️ Requirements

• A business diploma or certificate is considered an advantage.

• Familiarity with the insurance industry, particularly health, dental, life, disability, and spending account benefits is preferred.

• Knowledge of Alberta Blue Cross plans, contracts, systems, and processes is beneficial.

• Experience in public speaking or a relevant educational background would be advantageous.

• Demonstrated history of outstanding customer service skills.

• Exceptional listening, verbal, and written communication abilities.

• Strong interpersonal skills.

• A positive attitude and effective team-player attributes.

• Capacity to multitask, prioritize tasks, and manage time efficiently.

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

• Competence in Microsoft Outlook, Word, and Excel.

• A satisfactory criminal record check is required as a condition of employment following a conditional offer.

🏝️ Benefits

• Temporary full-time position.

• Healthy work-life balance.

• Opportunities for career advancement.

• Innovative, high-energy, team-oriented environment.

• Inclusive workplace that values diversity and unique perspectives.