Benefits Administrator

Natural Factors; Vancouver; On-site; CAD 60,000 - 90,000; Full time

Job summary

An innovative health and well-being provider is seeking a Benefits Administrator to enhance client support and service quality. This role involves resolving client inquiries, troubleshooting issues, and collaborating with internal teams to ensure timely solutions. The ideal candidate will bring a strong background in the benefits domain, excellent communication skills, and a proactive approach to problem-solving. Join a purpose-driven team that values diversity and fosters a culture of innovation, where your contributions can make a meaningful impact on health outcomes.

Qualifications

• 3+ years of experience in the benefits domain.
• Exceptional problem-solving and multitasking skills.
• Strong communication and teamwork abilities.

Responsibilities

• Resolve client inquiries via phone, email, or ticketing system.
• Understand business requirements and build test cases.
• Troubleshoot problems and suggest process improvements.

Skills

Problem-solving

Documentation

Multitasking

Communication

Teamwork

Proactive attitude

Education

University or college diploma in business administration

Tools

Microsoft Office (Word, Excel)

Microsoft SQL

Job description

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 questions. Responsibilities include responding to tickets and calls from clients experiencing issues with software. You will need to be a product expert with an in-depth understanding of client needs. Acting as a liaison between the client, support, and configuration/implementation teams, you will be crucial in maintaining service quality. Adherence to service level agreements and providing timely product feedback and issue escalation are critical. Collaborating with the Application Support Team Manager, you will contribute significantly to the team’s success.

What You'll Do

1. Resolve client inquiries via phone, email support, or ticketing system, including handling 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 service level agreements by managing and prioritizing tasks while ensuring quality.
5. Follow best practices, including standards of confidentiality and peer review.
6. Participate in special projects and new implementations as needed.
7. Identify business process inefficiencies and suggest improvements.
8. Contribute to knowledge management by documenting lessons learned and updating the team’s knowledge base.
9. Occasionally work outside regular hours for business systems testing.

Qualifications

What You Bring

• Minimum 3 years of relevant experience in the benefits domain.
• Exceptional problem-solving, documentation, and multitasking skills.
• Excellent written and verbal communication skills.
• Strong teamwork abilities to collaborate with clients and internal teams.
• Enthusiasm, team spirit, a strong work ethic, and flexibility.
• Ability to handle multiple urgent issues and prioritize conflicting demands independently.
• Proactive, flexible, and committed to follow-through.
• Ability to generate urgency and coordinate appropriate teams.
• Proficiency with current technology tools and solid knowledge of Microsoft Office (Word, Excel, etc.).

Great-to-haves

• University or college diploma in business administration or equivalent.
• Experience with Microsoft SQL scripts.
• SaaS experience.

A Bit About Us

We’re a people-focused, customer-first, purpose-driven team dedicated to innovation and positive impact. We improve lives through technology and foster a culture that empowers team members to solve complex problems and create meaningful outcomes in a digital world.

At TELUS, we embrace diversity and are committed to fair employment practices. We provide accommodations for applicants with disabilities during the recruitment process. Our team’s health and safety are paramount; therefore, all team members working at Data Centers or with access to sensitive technology must pass a Personnel Security Screening and be fully vaccinated against COVID-19.

For Quebec candidates, English language skills are necessary for interaction with external/internal parties or software use.

By applying, you consent to sharing your information with TELUS Group’s Talent Acquisition team and relevant leaders involved in the selection process.