Benefit Administrator ( Bilingual )

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 benefits questions. Responding to tickets and calls from clients having issues with their benefits and/or software. You will be expected to be a product expert and understand the clients' needs in depth. You will be the voice of your clients internally and act as a liaison between the client, support, and configuration/implementation teams. We are SLA driven, thus providing product feedback and escalation of issues in a time sensitive manner is critical. Working with the Application Support Team Manager, you will be an important contributor to this team.

What's in it for you

• Mix of internal and external client interactions and a dynamic, collaborative team driving innovation in our industry

• Career progression and professional development opportunities as you develop expertise

• Build executive presence with client-facing presentations and demos

• Comprehensive customizable benefits package to suit your unique needs and lifestyle

• Paid vacation days & well-being days plus a well-being expense account to help maintain a better work/life balance

• Various investment options such as employee share purchase plan, group RRSP & TFSA, and DC pension plan

• Generous mental health support account to cover the cost of therapy/counseling sessions

Responsibilities

• Resolve client inquiries by phone, email support or ticketing system with the ability to handle sensitive escalated issues

• Understand business requirements, build test cases and test software changes

• Troubleshoot problems by researching, analyzing and identifying symptoms and cause

• Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control

• Comply with the best practices available including standards of confidentiality and peer review

• Coach and mentor junior staff within the team

• Participate in special projects as well as new implementations, according to the needs of the department

• Recognize business process inefficiencies and recommend improvements

• Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team's knowledge base

• Occasionally required to work outside regular business hours to perform business systems testing

Qualifications

• Minimum 3 years of work experience in the Benefits field

• University or college diploma in business administration or equivalent

• SaaS experience is an asset

• Exceptional problem-solving skills, documentation and multitasking skills

• Excellent written and verbal communication skills

• Excellent teamwork skills – able to collaborate and build strong relationships with clients and internal teams

• Demonstrate enthusiasm, team spirit, strong work ethic and flexibility

• Ability to handle multiple urgent priority issues concurrently and prioritize conflicting demands without supervision

• Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility

• Ability to generate a sense of urgency and bring together appropriate teams

• Ability to understand and use current technology tools and have a very good knowledge of Microsoft Office (Word, Excel, etc.)

• Experience with Microsoft SQL script

• Bilingual ( French and English )

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation 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 for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.