Benefits Administrator

LifeWorks; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

A global health and well-being provider is seeking a Benefits Administrator in Toronto to handle client inquiries and support software issues. The ideal candidate will have at least 3 years of experience in the Benefits field, excellent communication skills, and strong problem-solving abilities. This role involves coaching junior staff and managing client expectations according to SLAs. A collaborative spirit and flexibility to tackle urgent tasks are essential. Competitive compensation and workplace diversity are emphasized.

Benefits

Inclusive culture

Supports accommodation for disabilities

Commitment to diversity

Qualifications

• 3+ years of experience in the Benefits field.
• Experience in SaaS is considered an asset.
• Ability to handle multiple urgent issues and prioritize effectively.

Responsibilities

• Resolve client inquiries via phone, email, or ticketing system.
• Understand business requirements and build test cases.
• Troubleshoot problems by analyzing symptoms and causes.
• Meet client deadlines by managing tasks effectively.
• Coach and mentor junior staff within the team.

Skills

Problem-solving skills

Documentation skills

Multitasking

Communication skills

Teamwork skills

Initiative

Flexibility

Education

University or college diploma in business administration

Tools

Microsoft Office suite

Microsoft SQL scripts

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we leverage leading-edge technology and focus on individual needs to create the future of health. As a global health and well-being provider—covering physical, mental, and financial health—TELUS Health aims to improve outcomes for consumers, patients, healthcare professionals, employers, and employees.

The Benefits Administrator will take ownership of investigating, diagnosing, and resolving client inquiries related to benefits and software issues. Responsibilities include responding to tickets and calls, understanding client needs deeply, and acting as a liaison between clients and support, configuration, and implementation teams. Being SLA-driven, providing timely feedback and escalation is critical. You will work closely with the Application Support Team Manager and contribute significantly to the team.

Responsibilities

1. Resolve client inquiries via phone, email, or ticketing system, including sensitive escalated issues.
2. Understand business requirements, build test cases, and test software changes.
3. Troubleshoot problems by researching, analyzing, and identifying symptoms and causes.
4. Meet client deadlines according to SLAs by managing and prioritizing tasks while ensuring quality.
5. Follow best practices, including confidentiality standards and peer review.
6. Coach and mentor junior staff within the team.
7. Participate in special projects and new implementations as needed.
8. Identify inefficiencies in business processes and suggest improvements.
9. Document lessons learned and share knowledge regularly to build team knowledge base.
10. Work outside regular hours occasionally for testing purposes.

Qualifications

1. Minimum 3 years of experience in the Benefits field.
2. University or college diploma in business administration or equivalent.
3. SaaS experience is an asset.
4. Strong problem-solving, documentation, and multitasking skills.
5. Excellent written and verbal communication skills.
6. Strong teamwork skills, with ability to collaborate and build relationships.
7. Enthusiasm, team spirit, work ethic, and flexibility.
8. Ability to handle multiple urgent issues and prioritize effectively.
9. Initiative, flexibility, and follow-through.
10. Ability to create urgency and coordinate teams.
11. Proficiency with current technology tools and Microsoft Office suite.
12. Experience with Microsoft SQL scripts.

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About Us

We’re a people-focused, customer-first, purpose-driven team committed to innovation and doing good. We improve lives through technology and foster a culture of innovation that empowers our team to solve complex problems and create meaningful outcomes.

TELUS promotes an inclusive culture that embraces diversity and is committed to fair employment practices. We provide accommodations for applicants with disabilities during the recruitment process.

In accordance with our Data Center Security Policy, employment may require security screening for roles involving access to sensitive client technology information. Additionally, all team members working at Data Centers or with access to sensitive information must be fully vaccinated against COVID-19.

Note for Quebec candidates: English language skills are required for this position due to interaction with external/internal parties and use of English applications/software.

By applying, you agree that your information will be shared with TELUS Group of Companies’ Talent Acquisition team and relevant leaders involved in the selection process.