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 )
A bit about us
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employme
Benefits
Mix of internal and external client interactions and a dynamic, collaborative team driving innovation in our industryCareer progression and professional development opportunities as you develop expertiseBuild executive presence with client-facing presentations and demosComprehensive customizable benefits package to suit your unique needs and lifestylePaid vacation days & well-being days plus a well-being expense account to help maintain a better work/life balanceVarious investment options such as employee share purchase plan, group RRSP & TFSA, and DC pension planGenerous mental health support account to cover the cost of therapy/counseling sessionsHealth insuranceVision insurancePaid time off
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.
The Benefits Administrator will be expected to take ownership of the investigation, diagnosis, and resolution of our clients' technical and customer service-related benefits questions. Responding to tickets and calls from clients having issues with their benefits and/or software. You will be expected to be a product expert and understand the clients' needs in depth. You will be the voice of your clients internally and act as a liaison between the client, support, and configuration/implementation teams. We are SLA driven, thus providing product feedback and escalation of issues in a time sensitive manner is critical. Working with the Application Support Team Manager, you will be an important contributor to this team.
Lifeworks · Montreal, Canada