Contact Centre Administrator – Group Plan Administrator Support

Alberta Blue Cross•Remote, AB

3d•Onsite

About The Position

Alberta Blue Cross® has an immediate opening for a temporary full-time position in our Group Plan Administrator Contact Centre team. Reporting to the Team Manager of the Contact Centre, the ideal candidate must possess an optimum level of customer experience and customer service background. This position exists to provide support to our group clients and internal teams, focused on customer retention and satisfaction. The successful candidate must have exemplary interpersonal skills, positive attitude and work ethic, strong problem-solving skills, and a strong commitment to exceptional client services.

Requirements

Proven track record of exceptional customer service skills.
Superior listening, verbal, and written communication skills.
Requires excellent interpersonal skills.
Demonstrates a positive attitude and a strong team player.
Ability to multi-task, set priorities and manage time effectively.
Requires excellence in the areas of decision-making, problem solving and research analysis.
Must be proficient in Microsoft Outlook, Word, and Excel.

Nice To Haves

Business diploma or certificate would be considered an asset.
Experience in and knowledge of the insurance industry, specifically, knowledge in the health, dental, life, disability and spending account lines of benefit would be an asset.
Understanding of Alberta Blue Cross plans, contracts, systems, and processes would be an asset.
Experience with public speaking or an education background would be an asset.

Responsibilities

Acts as the main point of contact in the Group Plan Administrator Support department.
Manage inbound telephone and email inquiries.
Identify customer’s needs, clarify information, and follow through on all requests/inquiries.
Conducts research and analysis to determine the root of problems and provide resolutions within established turnarounds and service levels.
Provide online demonstrations for new groups and plan administrators.
Conduct outbound calls to obtain missing information or advise customers of upcoming changes.
Collaborates with and assumes responsibility for other administrators in their absence.
Responsible for accurate updating of information on all applicable systems in accordance with policies and procedures.
Provide education and support about the Alberta Blue Cross Plan Administrator website.
Provide support to internal and external clients through Microsoft Teams whenever necessary.
Build sustainable relationships and engage customers by going the extra mile.
Conduct monthly audits of group information and plan administrator access requirements.
Represents Group Plan Administrator Support on projects and committees as required.