Administrateur.trice des régimes d’avantages sociaux; UBA), AdminAdvantage

Act as the Plan Administrator for large clients with complex plans by managing the day-to-day administration of assigned policies, including terminations, changes, retirements, processing of member updates through benefits administration software.

Have a clear understanding of impact on eligibility as related to Payroll/Pre-Authorized Debit processing.

Process all member-related eligibility requests daily.

Manage the client inbox items submitted by the employers and provide follow-up within the set Service Level Agreement in place.

Administer all member eligibility processes in accordance with the client specific Admin guide.

Be the subject matter expert for the client plans for which you have accountability.

Provide accurate and thorough answers to client requests and questions.

Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues and process requests received.

Raise any issues and administration incidents to leadership.

Update as instructed, all tasks in the Project Management tool daily and accurately.

Triage and assign work to team members as needed.

The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills, and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast paced, professional environment.

You have excellent knowledge of MS applications & communication tools.

You realize that the need to continue to learn and invest in your own development is a never-ending journey.

You never lose sight of the customer – their needs and their experience in doing business with us. You put the customer at the center of everything you do.

You have top notch communication skills and can communicate complex ideas in a manner that can be easily understood.

You learn FAST. You pick up new ideas, concepts, technologies, and tools easily.

You have an approachable style that just makes people want to work with you – and that helps build great relationships between other people and groups.

You demonstrate accountable behaviors – you take initiative and show ownership in everything you do.

You “go with the flow” and can adapt to change and even embrace it.

You successfully manage competing priorities like a champion.

You maintain your composure and best self during challenging times or challenging interactions.

You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you.

You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems.

You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things – and you do something about it!

You know how to build successful relationships with your coworkers – whether they are sitting across the table from you – or across the globe.

We’…