Research Benefits Administrator

Manulife • Waterloo, ON

25d • Hybrid

About The Position

The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology, and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services. As a team member, you will support large corporate clients, coordinating efforts to provide world-class benefits administration and customer service. Our clients trust the administration of their group benefits to us, and you will be part of a team that delivers outstanding results to those clients and our members. AdminAdvantage Administration is looking for a Research Benefits Administrator to join our team. The successful candidate will manage client and plan member inquiries related to eligibility processes and will be required to collaborate with other Manulife teams inside and outside of AdminAdvantage, focusing on the customer through all processes. If you enjoy working in a fast-paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for!

Requirements

• The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work, and you have a clear track record of success in delivering excellent service in a fast-paced, professional environment.
• You have excellent knowledge of MS applications & communication tools.

Nice To Haves

• You never lose sight of the customer, their needs, and experience doing business with us. You put the customer at the center of everything you do.
• You have top-notch communication skills and can communicate complex ideas in a manner that can be easily understood.
• You learn FAST. You pick up new ideas, concepts, technologies, and tools easily.
• You have an approachable style that just makes people want to work with you, and that helps build great relationships between other people and groups.
• You demonstrate accountable behaviours – you take initiative and show ownership in everything you do.
• You “go with the flow” and can adapt to change and even embrace it.
• You maintain your composure and best self during challenging times or challenging interactions.
• You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you.
• You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems.
• You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things, and you do something about it!
• You know how to build successful relationships with your coworkers – whether they are sitting across the table from you, or across the globe.
• You realize that the need to continue to learn and invest in your development is a never-ending journey.

Responsibilities

• Act as the Plan Administrator for large clients with complex plans by managing the day-to-day administration of assigned policies, including terminations, changes, retirements, and processing of member updates through benefits administration software.
• Have a clear understanding of the impact on eligibility as related to Payroll/Pre-Authorized Debit processing.
• Process all member-related eligibility requests daily.
• Manage the client inbox items submitted by the employers and provide follow-up within the set Service Level Agreement in place.
• Administer all member eligibility processes in accordance with the client-specific Admin guide.
• Research and analyze member eligibility-related issues, understand the root cause, correct the issue, and suggest preventive measures for future occurrences.
• Be the subject matter expert for the client plans for which you have accountability.
• Take ownership of troubleshooting member-related issues by researching all existing documentation before escalating to the next level.
• Provide accurate and thorough answers to client requests and questions.
• Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues and process requests received.
• Provide support to the implementation team on the installation of new business and ensure that delivery deadlines are met.

Benefits

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.
• Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed