Benefits Services Representative - Call Centre

Ontario Teachers Insurance Plan; Edmonton; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Benefits Services Representative to join their dynamic call center team. This role is pivotal in delivering exceptional customer service and resolving member inquiries regarding insurance coverage and claims. The ideal candidate will possess strong communication skills and a solid understanding of group health and dental insurance. With a focus on fostering a positive work environment, this innovative firm offers competitive salaries, comprehensive benefits, and opportunities for career advancement. If you are passionate about helping members and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Competitive salary and bonus structure

Employer-paid group benefits

100% coverage of continuing education fees

Flexible work from home options

Opportunities for advancement

Qualifications

• Minimum one year experience in group health, dental, and travel insurance.
• Exceptional communication skills to deal with internal and external stakeholders.

Responsibilities

• Provide timely and accurate information in response to telephone inquiries.
• Resolve member complaints regarding coverage and claims efficiently.

Skills

Customer Service

Communication Skills

Time Management

Problem Solving

Insurance Knowledge

Education

Post-secondary school diploma

Training in insurance-related courses (LOMA, HIAA, CEBS)

Tools

Microsoft Office Suite

Job description

Benefits Services Representative - Call Centre

Benefits Services-BSR location_on Edmonton, AB

OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a:

Benefits Services Representative - Call Centre

Job Description

• Provides timely and accurate information in response to incoming telephone inquiries using an automated telephone system, computer applications, training material and other applicable resources.
• Resolves member complaints regarding coverage, claims and service, and documents outcomes for future reference. This includes clarifying members’ complaints, investigating the problem, developing solutions, making recommendations to management, and following-up to ensure resolution.
• Works with the carrier to process claim adjustment requests and cheque stop-payments, and reissues requests related to claims adjudication issues, while ensuring decisions are made on a timely basis. Identifies trends in claim adjudication errors and problems.
• Responds to member email inquiries from the department’s email queue within specified department turnaround times.
• Provides information in response to inquiries from members and other departments regarding coverage, effective dates and outstanding information, as requested.
• Ensures a high level of customer satisfaction through effective support and excellent customer service, by providing quick and accurate service in a professional manner.
• Drafts letters and prepares and processes responses to routine correspondence, while adhering to established standards.
• Applies proper contractual provisions in accordance with related contracts and carrier requirements to determine member eligibility for requested benefits.
• Issues member confirmation notices in response to member telephone inquiries and prints the necessary documents, as required.
• Maintains historical records by filing documents and records of insurance transactions and maintaining master files, amendments, etc.
• Maintains a comprehensive log and diary system, and reviewing and flagging all problem situations for discussion with management, as required.
• Keeps information confidential to protect operations.

Qualifications

• A post-secondary school diploma.
• A minimum of one year’s post-secondary training in insurance-related courses such as LOMA, HIAA or CEBS is an asset.
• A minimum of one year’s experience in group health, dental and travel insurance.
• A minimum of one year’s experience in a call centre environment.
• Strong knowledge of group health, dental and travel insurance, as well as contracts and benefits.
• The demonstrated ability to provide outstanding service in an accurate and efficient manner.
• Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
• Superior time management and organizational skills to manage competing priorities.
• Intermediate knowledge of Microsoft Office Suite applications.
• The ability to communicate in French is considered an asset.

We also consider your potential.If you know you have what it takes to do the job but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

What we offer:

• Competitive salary and bonus structure
• Industry-leading employer-paid group benefits that start on your first day
• 100% coverage of continuing education and licensing fees (including RIBOcourses)
• Flexible work from home and hybrid options
• Opportunities for advancement

If you are interested in this opportunity, please apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.