Member Service Analyst

3 months ago


Markham, Canada AGA Assurances Collectives Full time

Hybrid work model (after the initial training period)
- Career advancement opportunities
- Salary bracket between $55 235 and $69k

Under the responsibility of the Assistant Director, the Member Service Analyst will be responsible for providing exceptional customer service and administrative support to members regarding their group benefits plan, according to a schedule of 11 AM to 7 PM from Monday to Wednesday, and 8:30 AM to 4:30 PM Thursday and Friday.

**The incumbent is expected to**:

- Problem resolution - identify, troubleshoot and address member issues or complains effectively and escalate when necessary;
- Process member payments;
- Support members in the use of our online member portal and insurer platforms;
- Serve as primary contact for members;
- Gather member data and process employee changes;
- Key member updates, enrolment information, plan member changes, ensuring accurate/up to date information;
- Respond to written and telephone requests from members and/or clients within service standards;
- Provide recommandations for resolution of problems and issues and, as a colleague of the Administration team, look for process improvements;
- Participate in other projects requiring assistance, as needed;
- Participate in team meetings and share insights and contibute to teams goals;
- Perform any other related tasks as requested by superior.
- College diploma or equivalent experience;
- Minimum of 3 years of experience in group insurance;
- Previous experience in a call center or customer service role;
- Bilingualism in both official languages, an asset;
- Knowledge of Group health insurance plans for a Multi employer or Flex environment, an asset;
- Strong mathematical, analytical and problem-solving skills;
- Superior attention to detail;
- Strong communication, oral and written skills;
- Ability to multi-task effectively and work closely with others in a team environment and independently, must be a self-starter.
- Ability to meet deadlines and work effectively under pressure of time limits.


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