Benefits Administrator (Remote)

TELUS; Vancouver; Remote; CAD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Benefits Administrator to enhance client experiences through effective problem-solving and communication. This role involves investigating client inquiries, troubleshooting issues, and collaborating with various teams to ensure timely resolutions. The ideal candidate will have a strong background in the benefits domain, excellent multitasking abilities, and proficiency in technology tools, particularly Microsoft Office. Join a purpose-driven team dedicated to innovation and improving lives through technology solutions, while fostering a culture of inclusivity and support.

Qualifications

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

Responsibilities

• Resolve client inquiries via phone, email, or ticketing system.
• Understand business requirements and build test cases.

Skills

Problem-solving

Documentation

Multitasking

Communication skills

Client collaboration

Initiative

Education

University or college diploma in business administration

Tools

Microsoft Office

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 responsible for investigating, diagnosing, and resolving clients' technical and customer service-related questions. This includes responding to tickets and calls from clients experiencing issues with software. You will need to be a product expert, understanding client needs in depth, and act as a liaison between the client, support, and configuration/implementation teams. Since we are driven by service level agreements, providing timely product feedback and escalating issues when necessary is critical. Working with the Application Support Team Manager, you will contribute significantly to this team.

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 recommend improvements.
8. Document and share lessons learned and Q&A to the team’s knowledge base.
9. Occasionally work outside regular hours to perform business systems testing.

Qualifications

What You Bring

• Minimum 3 years of relevant experience in the benefits domain.
• Strong problem-solving, documentation, and multitasking skills.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with clients and internal teams.
• Enthusiasm, team spirit, strong work ethic, and flexibility.
• Capability to handle multiple urgent issues concurrently and prioritize effectively.
• Initiative, flexibility, and thorough follow-through.
• Ability to generate a sense of urgency and coordinate appropriate teams.
• Proficiency with current technology tools and strong knowledge of Microsoft Office.

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 committed to innovation and doing good. We improve lives through our technology solutions and foster a culture that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices, and all qualified applicants will receive consideration. We offer accommodations for applicants with disabilities during the recruitment process.

In accordance with the TELUS Health Solutions Data Center Security Policy, all team members working at a Data Center or with access to sensitive technology related to client service delivery are subject to Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers, and communities are paramount. Therefore, anyone joining our TELUS Health Care Centres must be fully vaccinated against COVID-19.

Note for Quebec candidates: if English knowledge is required, it is because the role involves regular interaction in English with internal or external parties or the use of English applications/software.

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