Bilingual Member Services Administrator
Ellement Consulting
- Winnipeg, MB
- Permanent
- Full-time
- Answer incoming telephone calls from members and other contacts about Pension and Benefits (Health & Welfare) in a professional manner.
- Deliver accurate and comprehensive information in an efficient manner and document the contact per department procedures.
- Respond to voicemails and emails within client service standards, investigating details and requesting assistance when necessary.
- Provide knowledgeable and comprehensive responses to pension-related enquiries from clients and external professionals in a timely manner. Correspond with members of pension funds, pensioners, local union officials, Trustees, pension consultants, actuaries, auditors, and legal counsel as required.
- Maintain, record, and follow up on Pension Recipient Status Confirmations for relevant Plans.
- Make adjusting entries to the pension eligibility database as necessary, e.g., deaths, reinstatements, etc.
- Adjudicate health and dental claims fully, within client service standards, verifying claim information for accuracy and eligibility in relation to the terms and conditions of the applicable plan.
- Review and follow up on claims on hold daily with internal departments or external contacts as required.
- Contact health care providers, insurance carriers, or claimants to verify claims-related information.
- Review and correct daily quality assurance follow-up items, as assigned by Senior Claims Administrators.
- Collect information requested by members and health service providers, and coordinate mail-out with Reception.
- Thoroughly and accurately compile and summarize details about claim adjustments, claim appeals, and pension-related issues.
- Provide general administrative support, such as typing, data entry, photocopying, filing, scanning, etc., as required.
- Provide reception coverage, as needed.
- Contribute to the team's effort by completing other administrative tasks or projects, as assigned.
- Perform any other duties necessary to help drive our Vision, fulfill our Mission, and abide by our Organization's Values.
- Bilingualism (English and French) required.
- Ability to maintain professionalism and tact while working in a dynamic team environment.
- Experience with pension plans, health benefit plans, or in the life insurance or financial services industry would be an asset.
- Attention to detail and commitment to accuracy of work.
- Excellent customer service and communication skills, including an initiative to provide comprehensive service and information in response to inquiries.
- Good organizational skills and ability to prioritize tasks, including the ability to meet company service standards.
- Well-developed analytical, decision-making, and problem-solving skills.
- Flexible and adaptable.
- Excellent written and interpersonal communication skills and ability to work independently as well as part of a team.
- Ability to perform multiple tasks simultaneously (i.e., communicating with callers while retrieving information from systems and summarizing inquiries for call log).
- Successful completion of a background check is required.