Bilingual Research Benefits Administrator

6 months ago

Maisonneuve, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services.

As a member of our team you will be supporting large corporate clients, coordinating efforts to provide world class benefits administration and customer service. Our clients trust the administration of their group benefits to us and you will be part of a team that delivers outstanding results to those clients and our members.

**Responsibilities**
- Act as the Plan Administrator for Group Benefits clients
- Update administration system for member records including new hires, terminations, and changes
- Manage client requests within specified turnaround times
- Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues and process requests received
- Review and improve on existing processes, including documentation updates
- Research member eligibility related issues, understand the root cause, fix the issue and suggest preventive measures for the future
- Provide direction and coaching on member administration updates
- Research and analyze member eligibility related issues, understand the root cause, correct the issue and suggest preventive measures for future occurrences.
- Process all member-related eligibility requests daily
- Manage the client inbox items submitted by the employers and provide follow up within the set Service Level Agreement in place
- Administer all member eligibility processes in accordance with the client specific Admin guide
- Research and analyze member eligibility related issues, understand the root cause, correct the issue and suggest preventive measures for future occurrences.
- Take ownership for troubleshooting member related issues by researching all existing documentation before escalating to the next level
- Provide accurate and thorough answers to client requests and questions
- Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues and process requests received
- Raise any issues and administration incidents to the Senior Benefits Administrator
- Have a clear understanding of impact on eligibility as related to Payroll/Pre-Authorized Debit processing
- Provide support to the implementation team on the installation of new business and ensure that delivery deadlines are met;
- Update as instructed, all tasks in the Project Management tool daily and accurately

**How will you create impact?**

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone

**What we are looking for**
- Exceptional customer service focus
- Strong Negotiation & Influencing Skills
- Action Oriented Problem Solver
- Collaborative Team Player
- Produce high quality deliverables on time

**What you bring**
- You never lose sight of the customer - their needs and their experience in doing business with us. You put the customer at the center of everything you do
- Excellent verbal and written communication skills in both English and French
- You learn FAST. You pick up new ideas, concepts, technologies, and tools easily
- You realize that the need to continue to learn and invest in your own development is a never-ending journey.
- You demonstrate accountable behaviors - you take initiative, and show ownership in everything you do
- You’re a capable and innovative problem-solver. You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things - and you do something about it
- You can adapt to change, and even embrace it
- You successfully manage competing priorities like a champion.
- You maintain your composure and best-self during challenging times or challenging interactions
- You enjoy working with partners, have top-notch communi

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