Group Benefits Analyst and Customer Care Specialist- Canadian Market

WE OFFER: Great learning and growth opportunities Hybrid remote work flexibility A competitive compensation package Full Benefits Package RRSP Matching Program POSITION OVERVIEW: The Group Benefits Analyst plays a pivotal role within our Third-Party Administration (TPA) division, supporting the day-to-day operations of group benefits administration for a diverse portfolio of clients across Canada. This role requires a seasoned professional with in-depth knowledge of Canadian group insurance products, who is passionate about client service, meticulous in execution, and proactive in identifying opportunities for operational improvement. This individual will be responsible for the administration and servicing of group benefit plans. The Group Benefits Analyst will also contribute to the development and documentation of workflows, administrative procedures, and client service tools. This role requires sound judgment, technical expertise, and a client-centric approach to problem-solving. RESPONSIBILITIES: Client Servicing & Plan Administration Act as a point of contact for assigned clients, advisors, and insurer partners, ensuring consistent and professional service delivery. Manage full-cycle group benefits administration, including: o New hire enrollments, terminations, life event changes, and salary updates o Premium billing reconciliation and adjustments o Eligibility management and contract updates o Claim inquiries and resolution o Ongoing reporting and audit preparation Interpret plan design provisions, insurer contracts, and administrative policies to ensure accurate and compliant processing. Liaise with insurance carriers to resolve escalated issues, monitor service agreements, and coordinate ongoing requirements. Group Implementations & Transitions Support the onboarding and implementation of new and existing group clients, including data gathering, file setup, carrier coordination, and system configuration. Collaborate with internal teams to ensure a seamless client transition experience and adherence to implementation timelines. Coordinate and support client orientation sessions, system training, and documentation handovers. Team Collaboration Participate in team huddles, project meetings, and service reviews. Process Improvement & Documentation Contribute to the development and refinement of standard operating procedures (SOPs), workflows, and internal documentation. Identify and recommend process improvements to enhance service delivery, accuracy, and efficiency. Maintain updated documentation for all assigned client accounts and administrative activities in accordance with company standards. REQUIREMENTS Bachelor’s degree in business administration, Human Resources, or a related field. Minimum of 2-5 years of experience in group benefits administration, ideally within a TPA, insurer, or large advisory environment. Strong working knowledge of Canadian group insurance products (Health, Dental, Life, AD&D, STD, LTD). Excellent interpersonal and communication skills (written and verbal). Demonstrated client service excellence and a strong sense of accountability. Advanced proficiency in Microsoft Office (Excel, Word, Outlook); experience with benefits administration platforms preferred. High degree of accuracy, organization, and confidentiality. Ability to manage multiple priorities and meet deadlines in a dynamic, client-focused environment. Experience leading or supporting group benefit plan implementations is an asset. Completion or working toward CEBS, GBA, or other industry-related designations is an asset. Bilingualism (English/French) is an asset, but not required. Navacord is actively committed to support diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities. We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply. We are committed to providing accommodation upon request for applicants and employees with disabilities. If you require accommodation, we will work with you to meet your needs.