About the role

Benefits Administrator resolving technical and customer service-related benefits questions for TELUS Health. Act as a liaison between clients and support teams while managing sensitive escalated issues.

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

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 )
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

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