Client Service Analyst I (Bilingual)

Responsibilities

• Manage escalations from Tier 1 and handle complex application, data, and configuration issues for plan administrators
• Own the Tier 2 shared email inbox and respond to client escalations with SLA compliance during normal and peak periods
• Build and maintain client relationships with plan administrators - understand their unique needs, proactively address concerns, and drive platform adoption
• Provide training and presentations to clients on platform features, best practices, plan configuration, and process improvements (growing responsibility as the role evolves)
• Support client implementation, configuration, and go-live activities to ensure smooth onboarding and a strong start
• Troubleshoot complex technical and data issues using PowerFlex, Ariel View, and SQL to diagnose root causes and develop solutions
• Perform systems audits, reconcile error reports, and manage special projects as needed to ensure data integrity and platform stability
• Collaborate cross-functionally with Tier 1, adjudication, fraud, technical teams, and internal stakeholders to resolve escalations and identify improvements
• Recognize process inefficiencies and recommend improvements based on escalation patterns and direct client feedback
• What You bring

Requirements

• 2+ years of experience in client support, customer success, benefits administration, or operations in a SaaS, software, or services environment
• Excellent written and verbal communication skills for both technical and non-technical audiences, with the ability to translate complex system behavior into clear explanations
• Strong empathy and emotional intelligence-you understand that different clients (universities vs. small businesses) have different needs, timelines, and constraints
• Technical literacy combined with problem-solving orientation-you can work with PowerFlex and Ariel View, understand system behavior, and escalate thoughtfully to specialists when needed
• Client relationship management experience-you build trust with stakeholders, understand their underlying needs, and tailor solutions rather than applying one-size-fits-all answers
• Demonstrated resourcefulness and adaptability to work across multiple client types and handle unexpected situations with a can-do attitude
• Strong time management and organizational skills when managing multiple client priorities and peak periods simultaneously
• Active listening and curiosity-you ask clarifying questions, understand the root of a problem, and continuously improve based on client feedback and escalation patterns
• Great-to-haves:
• Experience with benefits platforms or deep understanding of group benefits administration and compliance
• Familiarity with SQL or ability to work with database queries for troubleshooting and custom reporting
• Background in SaaS or software client support with exposure to Tier 1/Tier 2 escalation structures
• Experience providing user training or leading client presentations
• Experience with implementation or onboarding support in a software environment
• Comfort in fast-paced, scaling operations where processes are continuously evolving
• What TELUS Health Offers You
• Comprehensive total rewards package highlighting competitive salary and paid time off, with a flexible benefits plan to meet the needs of you and your family
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more ...
• Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location.
• Job Posting Vacancy Type: This is for a current vacancy
• A bit about us
• We're a people-focused, customer-first, purpose-driven team who works together every

Benefits

Additional Information

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. - Client Service Analyst I ( Bilingual) Location: Remote (Canada) Job Function: Retirement and Benefits Solutions Status: Permanent full-time Join our Team and What We'll Accomplish Together TELUS Health is scaling its digital benefits platform to support a wave of new client implementations this summer. To maintain exceptional service quality during this high-visibility expansion, our Client Support team is hiring a Client Service Analyst. As a trusted advisor and escalation point, you will blend technical troubleshooting with relationship management to ensure smooth onboarding and platform adoption. Your expertise will directly drive client satisfaction, operational stability, and ecosystem growth.

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Company Intel

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