Administration and Service Agent

AGA Benefit Solutions; Markham; On-site; CAD 42,000 - 62,000; Full time

Job summary

AGA Benefit Solutions in Markham, Ontario, is seeking an Administration and Service Agent to support plan sponsors and members with day-to-day group benefits administration. You will handle inquiries, process billing statements, and assist with enrolments and data updates.

The role requires a college diploma or equivalent experience, at least 3 years in group insurance, and strong computer skills. Bilingualism and ability to work flex hours may be necessary to meet client needs.

Qualifications

• College diploma or equivalent experience.
• Minimum 3 years of experience in group insurance.
• System integration experience.
• CEBS certification is an asset.
• Bilingualism in both official languages.
• Knowledge of group health insurance plans in multi-employer or flex environment is an asset.
• Advanced computer proficiency incl. Word and Excel and ability to learn new applications.
• Strong mathematical, analytical and problem-solving skills.
• Superior attention to detail.
• Excellent oral, written, interpersonal, and communication skills.
• Ability to multi-task effectively and work in a team or independently.

Responsibilities

• Problem resolution - identify, troubleshoot, and address plan sponsor and member issues or complaints effectively and escalate when needed.
• Gather member data and process monthly billing statements.
• Perform plan audits and prepare, collect and organize data for review.
• Answer calls and emails from members with prompt and helpful responses about services, eligibility, plans, payments, claims, and coverage.
• Process member payments.
• Support members in using the online member portal and insurer platforms.
• Prepare letters, mail merge emails and documentation as required.
• Serve as primary contact for plan sponsors and members.
• Update enrolment information and plan member changes, ensuring data accuracy.
• Respond to written and telephone requests within service standards.
• Participate in other projects and team meetings; contribute to team goals.
• Perform additional related tasks as requested by Supervisor.

Skills

Bilingual (Eng/French)

Communication skills

Analytical skills

Multi-tasking

Team player

Attention to detail

MS Office proficiency

Education

College diploma or equivalent experience

CEBS certification, asset

Tools

MS Office Suite

Portal/insurer platforms

Job description

Under the responsibility of the Assistant Director, Administration and Service, the Administration and Service Agent will be the primary contact for plan sponsors and members supporting the day-to-day administration of group benefits programs.

Please note that we have clients and groups that require a later shift, with our office hours extending to 7:00 PM, Monday through Wednesday. Dependent upon which groups you are placed with, there may be a requirement to adjust your hours to accommodate these later shifts. Any changes will be communicated in advance and will follow a set schedule.

The Incumbent Is Expected To

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• Gather member data and process monthly billing statements;
• Perform plan audits. Prepare, collect and organize data for review;
• Answer incoming calls from members and respond to members' emails by providing prompt and helpful responses to their inquiries. This includes answering questions about services, group benefit plan, eligibility, flex plan inquiries, plan options, payments, claims, and coverage questions.
• Process member payments.
• Support members in the use of our online member portal and insurer platforms.
• Key letters, produce mail merge emails and mail documentation, as required.
• Serve as primary contact for plan sponsors and members.
• Key member updates, enrolment information, plan member changes, ensuring accurate/up to date information.
• Respond to written and telephone requests from members and/or clients within service standards.
• Participate in other projects requiring assistance, as needed.
• Participate in team meetings and share insights and contribute to team goals.
• Perform any other related tasks as requested by Supervisor.

The Ideal Candidate Will Have The Following Qualifications

• College diploma or equivalent experience;
• Minimum 3 years of experience in group insurance ;
• System integration experience;
• CEBS certification, an asset;
• Bilingualism in both official languages;
• Knowledge of Group health insurance plans for a Multi employer or Flex environment, an asset;
• Advanced computer proficiency incl. MS Office; Word and Excel and ability to learn new applications;
• Strong mathematical, analytical and problem-solving skills;
• Superior attention to detail;
• Excellent oral, written, interpersonal, and communication skills;
• Ability to multi-task effectively and work closely with others in a team environment and independently, must be a self-starter;
• Ability to meet deadlines and work effectively under pressure of time limits.