Benefit Administrator

The Benefits Administrator at TELUS Health is responsible for investigating, diagnosing, and resolving clients' technical and customer service-related benefits questions, acting as a product expert and liaison between clients and internal teams.

Location: Canada

Responsibilities

• Resolve client inquiries by phone, email support or ticketing system with the ability to handle sensitive escalated issues
• Understand business requirements, build test cases and test software changes
• Troubleshoot problems by researching, analyzing and identifying symptoms and cause
• Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control
• Comply with the best practices available including standards of confidentiality and peer review
• Coach and mentor junior staff within the team
• Participate in special projects as well as new implementations, according to the needs of the department
• Recognize business process inefficiencies and recommend improvements
• Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team's knowledge base
• Occasionally required to work outside regular business hours to perform business systems testing

Requirements

• Minimum 3 years of work experience in the Benefits field
• University or college diploma in business administration or equivalent
• SaaS experience is an asset
• Exceptional problem-solving skills, documentation and multitasking skills
• Excellent written and verbal communication skills
• Excellent teamwork skills – able to collaborate and build strong relationships with clients and internal teams
• Demonstrate enthusiasm, team spirit, strong work ethic and flexibility
• Ability to handle multiple urgent priority issues concurrently and prioritize conflicting demands without supervision
• Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility
• Ability to generate a sense of urgency and bring together appropriate teams
• Ability to understand and use current technology tools and have a very good knowledge of Microsoft Office (Word, Excel, etc.)
• Experience with Microsoft SQL script
• Bilingual (French and English)

Benefits

• Mix of internal and external client interactions and a dynamic, collaborative team driving innovation in our industry
• Career progression and professional development opportunities as you develop expertise
• Build executive presence with client-facing presentations and demos
• Comprehensive customizable benefits package to suit your unique needs and lifestyle
• Paid vacation days & well-being days plus a well-being expense account to help maintain a better work/life balance
• Various investment options such as employee share purchase plan, group RRSP & TFSA, and DC pension plan
• Generous mental health support account to cover the cost of therapy/counseling sessions