Service Representative, Group Business

Brainhunter Systems Ltd; Burnaby; Hybrid; CAD 30,000 - 60,000; Part time

Job summary

An established industry player is seeking a Temporary Service Representative to join their Group Business team. This role involves providing exceptional technical and sales support to both existing and potential clients, ensuring smooth acquisition and servicing of various benefit programs. You will have the opportunity to enhance your skills in a hybrid work environment, balancing office and remote work. With a commitment to employee wellbeing, the company offers generous benefits and a supportive atmosphere for professional growth. If you are passionate about making a difference in the health sector, this is your chance to shine!

Benefits

Paid Vacation

Flexible Working Hours

Education Allowance

Onsite Gym

Cafeteria

24/7 Virtual Doctor Access

Generous Benefits Package

Company Pension Contributions

Qualifications

• Completion of CEBS Group Benefit Associate designation is required.
• 3+ years of experience in group benefits insurance is essential.
• Demonstrated proficiency in Microsoft Office tools is necessary.

Responsibilities

• Provide technical and sales support to clients regarding benefit programs.
• Conduct employee presentations and support Account Executives.
• Compile and analyze client feedback for service improvements.

Skills

Customer Service

Technical Support

Presentation Skills

Communication Skills

Problem Solving

Education

CEBS Group Benefit Associate designation

Business Communications course

Advanced Excel course

Advanced PowerPoint course

Intermediate Word course

Tools

Excel

PowerPoint

Word

Job description

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

• Work-life balance with flexible working hours of 7 hours per day, Monday to Friday (i.e., 35 hours per week).
• Paid vacation starts at 3 weeks per year, and increases with years of service.
• Hybrid work environment (i.e., a combination of work from office and work from home days).
• Generous benefits, including extended health, dental, and life insurance; these benefit premiums are 100% paid by PBC.
• Company pension contributions after 1 year of service.
• Education allowance up to $1,000 per calendar year.
• Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

About the Position

• We are searching for 1Temporary Service Representativeto join ourGroup Business team.
• This position is unionized and part of the CUPE 1816 Bargaining Unit. This position is paid at hourly rates and receives wage increases in accordance with the Collective Agreement. The wage for this position is: $5,443 - $6,340 per month.

Job Summary

Under the direction of the Team Leader, Manager, Account Managers and Account Executives, provides technical and sales support to existing and potential new clients in the acquisition, servicing and maintenance of a wide variety of contract applications and administration options; interprets contracts, eligibility and service commitments for clients including claims adjudication processes and general account operation; receives and responds to inquires related to web portal applications for plan advisors, plan administrators and members; develops and conducts employee presentations; supports the Account Executives in the preparation of new group proposals and introduces new benefit programs to employees; represents PBC at trade shows and conventions; participates on a variety of project teams to ensure interests of the department are being communicated; develops and maintains effective working relationships with plan sponsors, advisors, internal specialists and departments contributing to the acquisition, servicing and administration of group contracts.

Job Duties

Customer, Client and Member Service: Prospective and New Clients

Provides technical support to the Director, Account Managers and Account Executives in the acquisition of new groups and benefit enhancement of existing groups by:

• compiling information on new benefit group participation, eligibility, underwriting criteria, claims adjudication system enhancements or changes, and other factors affecting new or enhanced account operation;
• Participate in special projects involving complex or large new groups to help ensure client requirements are being addressed by coordinating and holding meetings with internal and external stakeholders; may research and secure documentation histories from other carriers.
• supports Account Executives by participating in and/or attending finalist presentations for new accounts and existing clients.

Introduces new benefit programs to employees by preparing announcements and supporting benefit plans materials, meeting with key employer contacts to explain plan features and providing advice, support and guidance on plan implementation including accounting and enrolment procedures; conducts new group installs; ensures plan administrator has the necessary forms and administration manual(s) and understands them; ensures new group administration kit is complete and coordinates its delivery.

Update master application system by compiling and reviewing quotes, employer data, email information and previous coverage, determining new client requirements such as levels of coverage, benefits and billing information, entering group coverage requirements and ensuring accurate completion of all supporting documentation.

Customer, Client and Member Service: Existing Clients

Provides continuing after-sales support to brokers, consultants, employers, plan administrators and clients by:

• interpreting PBC and external contracts, benefit lines, eligibility and administration options for a wide variety of contract applications;
• investigating and researching inquiries and resolving concerns identified by existing clients, including claims adjudication processes; premium billing issues; requesting amendments, general account operation and access to reports on web portal applications;
• troubleshooting web portal application issues for brokers and plan administrators including identifying the source of the issues and referring non-user related issues, such as coding changes, to Group Services;
• may produc e a variety of ad-hoc reports such as experience reports, claims paid reports and summaries upon request.

Builds relationships with external stakeholders and contributes to continuing client satisfaction by meeting regularly with client representatives and ensuring accounts are operating in accordance with client expectations.

Develops and conducts employee presentations for client groups to explain benefit lines, eligibility requirements and claims processing procedures; develops and provides demonstrations and training to plan administrators on various topics including the use of offsite enrollment applications, use of PBC/BCL forms, reporting, contract application, and web portal applications for plan advisors, plan administrators and members.

Initiates enrollment and transfer procedures for existing clients, including reconstructing employee claim histories where required for existing and new clients.

Reviews reports provided by Account Executives to research the claims review if the experience matches the claims paid report accurately; identifies prospective benefit enhancements and refers to Account Executives for follow up; updates clients on plan administration improvements.

Amends current coverage to reflect new or revised contract revisions resulting from client collective bargaining, updates to claims provisions identified through consultation with third party administrators or consultants or other factors affecting existing coverage and client satisfaction by

• compiling and analyzing client feedback, experience reports, confirmation of underwriting data made prior to initial group set up and other information relevant to the amendment;
• identifying options to mitigate increased client costs such as revising drug formularies or incorporating PBC’s health and wellness team services, and negotiating turnaround times to accommodate client requirements and PBC capacity without affecting external relationships;
• determining system requirements to support changes, adding new classes within policies or setting up new policies to cover employee classes with different sets of benefits;
• determining effective dates of revised coverage and assessing impact on invoicing;
• may, coordinate and hold meeting for complex amendments with internal and external stakeholders;
• following up on amendments to ensure deadlines are met;
• preparing and distributing updated documentation associated with amendments to client/broker;
• ensuring all claims, enrollments and invoices affected by amendments are reprocessed.

May provide continuing service for plan administrators and clients in the event of a group cancellation by answering benefit inquiries, contract interpretation; claims and adjudication processes; and assisting during the transition to the new benefit carrier by providing reports, data and correspondence as requested with the objective of reacquiring the client’s business

May produce custom reports for Account Executives upon request to support specialized client renewals.

May coordinate large mailout, or mail project, with mailroom and provide a bulletin to CSRs if the mailout change has member impact.

General Team and Department Support

Represents PBC at trade shows and conventions by staffing booths, providing information to prospective and existing clients on all aspects of group, Individual Plan and travel benefit plans including plan types, coverage, eligibility, administration options; identifies leads and make referrals to Group or Individual Plan Account Executives for follow up.

Develops and maintains effective working relationships with external plan sponsors and advisors, internal specialists and departments contributing to the acquisition, servicing and administration of group contracts.

Using the advanced features of spreadsheet software, creates, edits and formats worksheets by entering and editing data, creating complex formulas; modifying the layout of existing worksheets and developing new spreadsheets using such features as sorting and filtering concepts, pivot tables and lookup features

On a one to one basis, supports new employees by demonstrating the execution of specific tasks and duties, and sharing knowledge and experience on request.

Participates on a variety of project teams by acting as a business user representative throughout project execution to ensure the interests of Group Business are being communicated.

Maintains up to date knowledge of group insurance practices, policies and procedures, system requirements and other information related to the provision of client servicing through continuous learning initiatives.

Performs other assigned duties related to the provision of sales, servicing of client group and administrative support which do not affect the rating of the job.

Qualifications

• Completion of the CEBS Group Benefit Associate designation (108 hours or equivalent)
• Completion of a Business Communications course (36 hours or equivalent)
• Completion of an Advanced Excel course (36 hours or equivalent)
• Completion of an Advanced PowerPoint course (24 hours or equivalent)
• Completion of an Intermediate Word course (18 hours or equivalent)
• Demonstrated proficiency with Intermediate Word, Advanced Excel and Advanced PowerPoint.
• A minimum of three years of previous related experience in group benefits insurance
• Demonstrated experience in delivering presentations and interacting with customers

If you’re excited about taking on this opportunity, we invite you to apply today and start the conversation with us about this position.

While we thank allapplicants for their interest, only short-listed candidates will be contacted.

Diversity, Equity, and Inclusion

PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canada’s Greenest employers, a Canadian Centre for Diversity and Inclusion (CCDI) employer partner, and a Pride at Work partner.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of Indigenous identity, race, colour, ancestry, place or origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, physical or mental disability.We are an equal opportunity employer and welcome applications from all qualified candidates.

To request an accommodation in completing this job application, testing, interviewing, or otherwise participating in the employee selection process, please direct your inquiries [e-mail] . These accommodation requests will be reviewed confidentially and, on a case-by-case basis by Human Resources.