TRAVEL SOLUTIONS SPECIALIST (HYBRID)

Green Shield Canada (GSC); Windsor; On-site; CAD 50,000 - 70,000; Full time

Job summary

Join a not-for-profit leader in travel health insurance as a Travel Solutions Specialist. This role is crucial in managing escalations and ensuring client satisfaction while supporting operational teams. Ideal candidates will excel in problem-solving, coordinating complex issues, and enhancing processes, as we strive for better health for all Canadians.

Benefits

Inclusive workplace culture

Opportunities for professional development

Qualifications

• Minimum 2 years’ experience in travel insurance.
• Preferred experience in complex case resolution.
• Expertise with navigating GS systems is preferred.

Responsibilities

• Primary contact for managing escalated client issues.
• Support continuous improvement initiatives within the operations team.
• Develop and implement process enhancements for efficiency.

Skills

Communication

Problem Solving

Planning

Interpersonal Skills

Organizational Skills

Education

Post-secondary education in business or health-related field

2-year diploma or certificate in travel insurance

Tools

Microsoft Excel

Business Objects Reporting

Job description

WHO WE ARE
When it comes to health, we’re always looking for waysto push for better. It’s why we were founded in the first place. In 1957, ourfounder, pharmacist William Wilkinson, witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughter’s prescription. Heknew there had to be a better way. So, he introduced North America’s firstprepaid drug plan, and GreenShield was born as a not-for-profit with a missionto support better health for all Canadians.

We aren’t just a health and benefits company. We’rethe only not-for-profit social enterprise that brings worlds of coverage andcare together, all in one place.
We’re noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.

Our mission is to create better health for allCanadians, and we know that starts with our employees.

THEROLE IN A NUTSHELL

The TravelSolutions Specialist playsa key role in managing escalations and complex client issues within the travelhealth insurance sector. Acting as the primary point of contact, this roleensures timely resolution by coordinating with Account Managers, Client ServiceRepresentatives, and external partners. Industry expertise is essential forconducting research and producing reports on a variety of travel-relatedtopics. The Specialist also provides backup support to the Travel SolutionsProgram Manager, maintaining operational continuity during absences.Additionally, the role supports continuous improvement efforts, enhances teamperformance, and maintains up-to-date process documentation and trainingresources.

Escalations and ComplaintsResolution

• Serve as the primary point of contact for investigating escalated issues and complaints
• Act as a liaison between internal and external partners to ensure timely and effective resolution within established timeframes
• Perform written case reviews via an audit lens for legal and media related issues
  

Travel Team Support

• Ensure Claims Supervisor and Travel Team members are provided timely and accurate support for the completion of their daily tasks
• Liaise with GS reinsurers and clients to coordinate and complete audits
• Support the monthly claims file process

Technical IssueInvestigation

• Address technical issues related to partner accounts
• Investigate plan parameters to ensure adherence to policies
• Resolve enrolment issues with our travel individual sales partners
• Solutioning for web enhancements on GS and partner platforms for a better experience
  

Travel Solutions ProgramManager Support

• Serve as the designated backup to the Travel Solutions Program Manager, ensuring continuity of service and operational leadership during their absence
• Assist with presentations as necessary
• Participate in ad-hoc meetings supporting our clients and partners
  

Continuous ImprovementInitiatives

• Develop and implement process enhancements to optimize efficiency, reduce risk, effectiveness of communication, and
• overall performance within the operations team
• Investigate potential improvements within inter-departmental process
  

Process and ResourceManagement

• Maintain and enhance team process documentation
• Assist with development and maintenance of the operations team training course
• Collaborate with internal and stakeholders to assess and update resource requirements, including Knowledge Management materials

WHO WE'RE LOOKING FOR

We’re not looking for justanyone. We're looking for a sharp, detail-oriented problem solver who thriveson cracking tricky issues, deciphering policy language, and tackling newchallenges every day. If you can manage expectations, hold people accountable,and get excited about medical jargon, then this role is your perfect match.Bonus points if you love diving into the nitty-gritty of complex cases andturning confusion into clarity!

Education & Experience

• Minimum post-secondary education at an accredited college or university, or degree or diploma in business or health related field preferred
• Minimum 2-year diploma or certificate, with 2 years’ experience in travel insurance; or 3-year diploma or degree with 2 years' travel insurance management experience preferred
• Expertise with navigating GS systems and platforms is preferred
  

Skills & Competencies

• Excellent communication and collaboration skills, with the abilityto work across diverse teams and stakeholders
• Strong business acumen and experience in discerning priorities andcritical accountabilities
• Highly developed planning, and organizational skills; can managemultiple tasks, meet deadlines and respond to changing priorities
• Excellent verbal and written communication/presentation skills;confident, credible and personable; bilingualism is an asset
• Professional with a strong and responsive service orientation
• Strong personal integrity and work ethic; takes responsibility;likes to be held accountable for results
• Ability to comprehend and interpret travel-related terminology andplan language
• Basic understanding of medical terminology is beneficial
• Empathetic, disciplined, and calm with strong interpersonal skills
• Strong problem-solving abilities with a proactive approach
• Ability to anticipate and address needs of all stakeholders withminimal supervision
• Strong business acumen
• Proficient in Excel, Microsoft suite of products
• Experience with Business Objects reporting
• Analysis of information for risk determinants
• After hours availability and occasional travel when required

THE CULTURE
We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s why we provide aplace where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn’t just about personalachievements, it's about making adifference together.

Here’s to Better Health for All!

AFEW MORE DETAILS
Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [e-mail]. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).