Benefit Administrator

## About the Role As a Benefit Administrator at TELUS, you will play a vital role in resolving client inquiries and managing benefits. This position requires a unique blend of technical expertise, customer service skills, and attention to detail. You will be the primary point of contact for clients with benefits-related questions or concerns, and will work closely with the application support team to resolve issues efficiently. The Benefits Administrator role is an integral part of the TELUS Health team, which is dedicated to empowering individuals to live their healthiest lives. By providing exceptional support and service, you will help to build trust and loyalty with clients, and contribute to the overall success of the organization. In this role, you will work in a fast-paced environment, prioritizing tasks and managing multiple priorities to meet service level agreements. You will also have the opportunity to collaborate with cross-functional teams, including the configuration and implementation teams, to ensure seamless delivery of benefits to clients.

## What You Will Do - Respond to client inquiries via phone, email, or ticketing system, resolving benefits-related issues in a timely and professional manner - Conduct thorough investigations to diagnose and resolve complex benefits issues, leveraging your knowledge of benefits systems and software - Develop and maintain a deep understanding of client needs, providing personalized support and guidance to ensure satisfaction - Collaborate with the application support team to troubleshoot and resolve technical issues, escalating complex problems as needed - Develop and maintain documentation of benefits processes and procedures, contributing to the team's knowledge base - Participate in special projects and new implementations, applying your expertise to drive innovation and improvement - Coach and mentor junior staff members, sharing your knowledge and experience to support their growth and development - Analyze business processes, identifying areas for improvement and recommending changes to optimize efficiency and effectiveness - Develop and deliver client-facing presentations and demos, showcasing your expertise and building executive presence - Build strong relationships with clients and internal teams, fostering a culture of collaboration and trust

## What We Are Looking For - Minimum 3 years of experience in the benefits field, with a strong understanding of benefits administration and software - University or college diploma in business administration or a related field - Exceptional problem-solving skills, with the ability to analyze complex issues and develop creative solutions - Excellent written and verbal communication skills, with the ability to articulate complex concepts clearly and concisely - Strong teamwork and collaboration skills, with experience working in a fast-paced environment - Proficiency in Microsoft Office, including Excel, Word, and Outlook - Experience with SaaS platforms and benefits administration software - Strong analytical and multitasking skills, with the ability to prioritize tasks and manage multiple priorities - Bilingual (French and English) with advanced knowledge of English

## Nice to Have - Experience with Microsoft SQL script and database management - Familiarity with agile project management methodologies and tools - Certification in benefits administration or a related field - Experience working in a remote or virtual team environment

## Benefits and Perks - Comprehensive benefits package, including medical, dental, and vision coverage - Paid vacation days and well-being days, with a well-being expense account to support work-life balance - Opportunities for career progression and professional development, with a focus on continuous learning and growth - Employee share purchase plan, group RRSP, and TFSA options - Mental health support account to cover the cost of therapy or counseling sessions - Remote work stipend and flexible work arrangements to support productivity and comfort

- Tip: Develop a strong understanding of benefits administration software and systems, and be prepared to provide examples of your experience with these tools.

• Tip: Highlight your problem-solving skills and ability to analyze complex issues, and be prepared to provide examples of times when you have successfully resolved benefits-related problems.
• Tip: Showcase your excellent communication skills, both written and verbal, and be prepared to provide examples of times when you have effectively communicated complex concepts to clients or stakeholders.
• Tip: Emphasize your ability to work independently and manage multiple priorities, and be prepared to provide examples of times when you have successfully managed competing demands and deadlines.
• Tip: Be prepared to discuss your experience working in a fast-paced environment, and how you have handled stress and pressure in previous roles.
• Tip: Research the company and the benefits administration industry, and be prepared to ask informed questions during the interview process.
• Tip: Consider creating a portfolio or examples of your work, such as benefits administration plans or client communications, to showcase your skills and experience.