Benefits Specialist

2 months ago

Vaughan, Canada OutsourceHR Full time

Job Title: Group Benefits & Customer Care Representative



Position Overview


The Group Benefits & Customer Care Representative is responsible for answering client inquiries and providing information regarding products, services, and policies. This position is responsible for providing account support/services, such as creating/handling renewal documentation and claims experience reports, and processing requests for service. The Group Benefits & Customer Care Representative will also be required to resolve customer complaints via phone or email.



Essential Job Functions


  1. Assist plan members/plan administrators by answering product and service questions concerning their group benefits plan.
  2. Provide administrative support to the firm’s Group Benefits Account Managers.
  3. Maintain customer records by updating account information on CRM system (Applied Epic).
  4. Resolve customer complaints quickly and tactfully. Escalate complaints as required by company policy if a resolution cannot be made personally.
  5. Maintain thorough knowledge of product/services offered by various group insurance carriers.
  6. Prepare renewal and claims experience reports by collecting and analyzing customer information.
  7. Provide information to customers and the public concerning goods, services, schedules, rates, regulations, and policies in response to telephone and in-person inquiries.
  8. Educate plan members/administrators on all aspects of their benefit plan, if required.



Education/Experience Requirements


  • Minimum Education: Completion of Secondary School. Completion of some college or other post-secondary programs preferred.
  • Minimum Experience: At least 2-5-years’ experience in a group insurance support role.



Other Skills/Abilities


  • Excellent customer service.
  • Thorough knowledge of group insurance products and/or services.
  • Knowledgeable in the area of group renewals and claims experience (required).
  • Excellent listening and communication skills.
  • Conflict resolution and problem solving skills.
  • Strong verbal and written communication.
  • Proficient in Word, PowerPoint, Excel.
  • Experience with marketing reports preferred, but not required.



NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

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