Service Representative

1 week ago

Burnaby, Canada Pacific Blue Cross Full time

We are recruiting for a Service Representative role for our Benefits team within D.A. Townley This is a permanent role and will require working from office as well as home (hybrid).

With over $1 billion in assets under administration, D.A. Townley is the largest third party employee benefits administrator in western Canada. D.A. Townley provides group benefit programs to over 1,000 corporate and union clients in BC and the rest of Canada, and coverage for 100,000 employees/members and dependents.

Since 1962, consistency, stability, and exceptional service have been hallmarks of D.A. Townley throughout its successful operation in the British Columbian market. Commitment to this philosophy has maintained D.A. Townley’s excellent reputation and continued steady growth. D.A. Townley was acquired by Pacific Blue Cross in 2015 enabling them to further strengthen their service to their clients.

**Job Summary**

Under the direction of the Team Leader, Implementation and Client Management team, coordinates a diverse range of materials required to support the execution of trustee meetings for assigned benefit and pension plans. Using the basic features of web-based platforms, prepares transferable formats of health & welfare and pension plan documentation. Provides general administrative support to the department including designing and producing a variety of documents and spreadsheets. Plans the content of and composes a variety of written documents and produces specialized diagrams. Receives incoming telephone calls and maintains a variety of files and records.

**Job Duties**

**_Trustee Support and Administration (Technology Platform)_**
- collaborating with in-house benefit plan specialists to determine specific requirements for upcoming trustee meetings in accordance with pre-established schedules and plan checklists;
- inviting trustees, speakers, plan investment managers and guests, and facilitating logistics such as booking locations and catering;
- under the guidance of the benefit plans specialists, assisting with preparing trustee meeting packages and compiling the appropriate documentation in digital format for trustee remote access;
- liaising with other departments to obtain standard reports required for meeting packages;
- scanning and uploading new and revised documents and data through a variety of technology tools to ensure health and welfare plan information is current including summaries of historical changes to plan design, meeting minutes, minute books and action lists.

2. Using the basic features of a web-based collaborative platform and through established templates, prepares transferable formats of health & welfare and pension plan documentation for non-users of the digital document management system to enable consistency between current and future storage and access tools.

3. Acts as system administrator and vendor point of contact for the digital document management system and provides in-house technical support in basic system use. Maintains liaison with vendor when system updates are required and when troubleshooting variances with system operation.

**_General Team and Department Support_**

4. Provides continuing client support to trustees, members, and employers by:

- Investigating and researching inquiries and resolving concerns identified by existing clients, including claims adjudication processes; billing issues; requesting amendments, general account operation and reporting.
- Producing a variety of ad-hoc reports such as experience reports, claims paid reports and summaries upon request.

5. Create amendment requests to current coverage to reflect new or revised contract revisions resulting from client collective bargaining, updates to claims provisions identified through consultation with the Client team or other factors affecting existing coverage and client satisfaction by:

- compiling and analyzing client feedback, reports, confirmation of requests prior to initial set up and other information relevant to the amendment
- following up on amendments to ensure deadlines are met
- preparing and distributing updated documentation associated with amendments

6. Using the advanced features of word processing and presentation software, designs, lays out and produces a variety of documents such as correspondence, forms and reports where document formatting is required including the use of mail merge, tables, columns, charts and formulas.

7. Using advance features of PowerPoint prepare and edit presentations for clients and internal use.

10. Using the basic features of diagramming software, produces flow charts and other specialized diagrams.

11. Receives, responds to or refers incoming telephone inquiries from members, trustees and other external and internal contacts.

13. Performs other assigned duties related to the provision of administrative and clerical support which do not affect the rating of the job.

**Qualifications**:

- A minimum of 2 years previous related

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