Client Services Associate

**General Description**

Working collaboratively in a team environment, this position is responsible for supporting the Client Services Department overseeing and conducting group benefits and new group and member administration, including client enquiries (employer and employee level) regarding benefit plans, tracking and recording employee eligibility changes and conducting claims research and investigating discrepancies. This position is mentored by and supports the Lead Client Services Team member.

**Reports to**: Manager, Finance & Administration

**Core Competencies**
- Alignment with our Mission, Vision & Values _
- **Our Mission**:

- We anticipate our members’ health and wellness needs, and provide a robust employee benefits plan that exceeds their expectations and protects them from life’s uncertainties
- **Our Vision**:

- The long-term well-being of our plan members is protected and enhanced through their relationships with the Trust.
- **Our Values**:

- Consistent, Loyal, Innovative, Efficient, Needs-focused, Team

**Responsibilities and Expectations**
- Supports the Client Services department
- Sets up new groups and amendments to existing groups
- Processes new member enrolment and tracks client relations
- Supports the Client Services department, as needed.
- Assists in the development and updating of client services policies and procedures
- Responds to and addresses basic client enquiries from employees, employers and plan administrators
- Investigates concerns, interprets policies/procedures, provides information and problem-solves as applicable
- Through interrelationship with clients, consistently identifies new client needs for sale opportunities
- Directs and/or escalates calls and enquiries as applicable
- Disability claims tracking
- Supports design, development and executes projects, as applicable
- Undertakes other related client services duties as required

**Required Skills & Competencies**
- Strong working knowledge of group insurance/employer-sponsored benefit programs
- Ability to understand and interpret industry and organizational policies and procedures
- Advanced knowledge of Excel and other MS Office software
- Demonstrated ability to maintain a calm and professional demeanor
- Strong organizational, problem-solving and prioritization skills
- Strong attention to detail
- Ability to collaborate in a team environment
- Proven superior communication and client service skills

**Ideal Education & Experience**
- Post-secondary degree or diploma in a related area, or equivalent education, training and experience
- 3-5 years in a Client Services role or related position
- Group Benefits Associate (GBA) designation or working towards is considered an asset.

**Objectives & Success Indicators**
- **Consistency -** We regularly deliver what we promise. We are results driven and provide outstanding service excellence.
- **Innovation** - We seek creative, practical solutions. We are flexible and adaptable to change. We maintain a can-do philosophy and focus on smart delivery.
- **Needs Focus** - We provide client-centric solutions with empathy and insight for our members and their employees. We are accessible, ensuring clear accountability and effective, open communication.
- **Team Orientation** - We are a passionate and caring team, committed to long term relationships. We are transparent and care for each other. We strive for leadership, integrity, trusted relationships, respect and openness.

**How to Apply**

Pay: $55,000.00-$65,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- Benefits Industry: 2 years (preferred)

**Location**:

- Burnaby, BC V5C 6G9 (preferred)

Work Location: In person

Application deadline: 2025-02-12