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Customer Service Representative

4 weeks ago

Vancouver, Canada ACTRA FRATERNAL BENEFITS SOCIETY Full time

**Position Summary**

**General Scope of Duties**:
Benefits Help Desk:

- Provides general customer service support to Members’s Insurance program related queries.
- Demonstrating a good understanding of the Members’ Insurance program and collaborating with the Benefits renewal team, provides general information on the annual renewal process, the basic concepts and timeframes, verifies and confirms coverage options including the general impact of life events.
- With a good understanding of the various policies, practices and procedures relating to claims processing requirements, works with the Benefits adjudication team to answer general Member inquiries relating to prescription drugs, health and dental claims.
- Working with the Benefits adjudication team assists with collection of information, as deemed appropriate, from service providers, hospitals, dental offices etc., to facilitate completion of claims processing.
- Supports general eligibility requirements such as collection of claims information including medical referrals, form03s, letters of authorization, Power of attorney documentation, etc.
- Confirms general reimbursement criteria for Special Authorization drugs, as required, guiding Members through the form completion to facilitate the clinical process with ClaimSecure.
- Flags the responsible Benefits staff person of inquiries regarding Disability, 3rd provider Benefits, Estates, etc., to ensure timeline responses and resolution.
- Tracks and logs all Member inquiries/issues in the eligibility system (Cerberus) to ensure resolution is achieved and appropriate documentation is on file.
- Working with the West office Manager, provides both regular and ad hoc departmental administrative support, as required, including during the Members’ Insurance Program Renewal and Claims deadline periods.
- Assists in alerting the Benefits Manager of any trends or concerns that may be developing so that appropriate action can be taken.

RRSP Help Desk/Administration:

- Provides additional ad hoc support to AFBS staff regarding any of the above matters especially during busy periods.
- Logs, tracks and updates all Form 20, Home Buyers Plan, Lifelong Learning Plan and Excess withdrawals in a spreadsheet and liaise with Finance in Toronto to ensure all withdrawals are captured and processed on a monthly basis
- With a focus on the West is first point of contact for all incoming RRSP transfers, keeping names, account numbers and dates of transfer requests on a centralized spreadsheet with a focus in the West. Ensures regular follow up with relinquishing institutions until monies are received by AFBS.

AFBS West Office administrative support:

- Provides information to new UBCP/ACTRA members and advocating for AFBS as their Benefit provider choice.
- Receives and sorts through incoming mail, actioning anything that needs to be actioned and forward to Toronto office for processing as necessary.
- Provides administrative assistance to the AFBS West manager as required for virtual member meetings, in-person events, etc.

**PLEASE NOTE that responsibilities of this position **may be modified** **from time to time to ensure AFBS’ business needs are met.**

Pay: $907.76 per week

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- RRSP match

Work Location: In person

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