Member Service Representative

5 days ago

Waterloo, Canada Union Benefits Full time

**Member Services Associate**:
The Member Services team provides individual members of our clients’ group benefit plans with direct and indirect support to ensure members enjoy excellent service and accurate, timely resolutions to their questions. This position plays a critical role in setting the standard for providing service excellence to our members and clients.

**Primary Responsibilities**
- Interface with our proprietary member database system that tracks member contributions; manages member benefit eligibility status; and maintains the member profile, dependents, beneficiaries, etc.
- Monitoring benefit eligibility: help maintain clean, accurate system records relating to new members or member changes; running regular month-end and ad-hoc reports and implement changes to benefit status/eligibility as required.
- Work closely with the client’s Relationship Manager (Union Benefits Consultant) to support the day-to-day administration of your mutually assigned clients and implement changes to their benefit plans from time to time.
- Manage issues/eligibility relating to individuals who are disabled or approaching retirement and provide members with assistance in making the transition.
- The position will require regular use and maintenance of excel data files required for the ongoing effective administration of our clients.
- When required, liaise with Union Local (client) office administration staff to support their efforts as they also provide direct support to their members. Occasional interaction with Contractors / Employers to resolve member issues.
- Periodically update/maintain member benefit booklets and insurance company contracts, including amendments as required.
- Improve, develop, and maintain member support systems and administrative practices within the Member Services team.
- Work collaboratively with other departments to ensure member or client issues are openly communicated and addressed in a timely fashion.

**Experience, Skills, and Education**:

- Minimum 2+ years Group Insurance client service or implementation background.
- College Diploma or University Degree or equivalent background and experience
- Experience working directly with benefit plan members/plan sponsor administrators and can handle sometimes challenging situations with confidence.
- Strong analytical skills with the ability to handle problem-solving with perseverance and accuracy.
- Solid working knowledge of Microsoft Office and a very strong working knowledge of Excel.
- Ability to learn to work within our in-house member administration database system.
- A self-starter with the ability to work independently and prioritize competing tasks in an ever-changing, multi-faceted workflow.
- A pleasant telephone manner with an ability to handle clients with empathy and patience.

**Salary**: From $40,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- WATERLOO, ON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in WATERLOO, ON

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