Member Service Administrator

Company Overview

Ellement Consulting Group (Ellement) is a privately-owned consulting firm established in 1996. We provide actuarial, administration, software programming, and consulting solutions for pension, benefits, and investment programs for individuals, corporations, unions, associations, and governments across Canada.

At Ellement, we empower our clients with informed choices and expert advice. Our mission centers on delivering purposeful, accessible experiences that prioritize customer obsession and operational excellence. We are committed to integrity, strategic foresight, and fostering symbiotic partnerships where challenges are met with collective brilliance and innovative solutions.

Our approach is straightforward and client-centric, ensuring that every interaction is clear, helpful, and devoid of unnecessary jargon. Confident and authentic, we strive to be more than consultants—we are reliable partners in our clients' success.

Position Summary

As a Member Services Administrator, you will be part of an administration team that provides high-quality administration services to multiple clients and demonstrates outstanding and timely customer service. You will have access to and regularly work with information that is highly confidential and critical in nature. As a Member Services Administrator, you must be professional and highly organized, have excellent communication skills, with a strong work ethic, and the ability to work autonomously.

Key Responsibilities

• Answer incoming telephone calls from members and other contacts about Pension and Benefits (Health & Welfare) in a professional manner.
• Deliver accurate and comprehensive information in an efficient manner and document the contact per department procedures.
• Respond to voicemails and emails within client service standards, investigating details and requesting assistance when necessary.
• Collaborate with team members and other departments to ensure seamless customer service delivery.
• Provide knowledgeable and comprehensive responses to pension-related enquiries from clients and external professionals in a timely manner. Correspond with members of pension funds, pensioners, local union officials, Trustees, pension consultants, actuaries, auditors, and legal counsel as required.
• Stay updated on regulations and changes in group benefits and pension plans.
• Maintain, record, and follow up on Pension Recipient Status Confirmations for relevant Plans.
• Review and follow up on claims on hold daily with internal departments or external contacts as required.
• Contact health care providers, insurance carriers, or claimants to verify claims-related information.
• Collect information requested by members and health service providers, and coordinate mail-out with Reception.
• Thoroughly and accurately compile and summarize details about claim adjustments, claim appeals, and pension-related issues.
• Provide general administrative support, such as typing, data entry, photocopying, filing, scanning, etc., as required.
• Provide reception coverage, as needed.
• Contribute to the team's effort by completing other administrative tasks or projects, as assigned.
• Perform any other duties necessary to help drive our Vision, fulfill our Mission, and abide by our Organization's Values.

Qualifications and Attributes

• Bilingual in French would be considered a highly-valued asset.
• Ability to maintain professionalism and tact while working in a dynamic team environment.
• Experience with pension plans, health benefit plans, or in the life insurance or financial services industry would be an asset.
• Attention to detail and commitment to accuracy of work.
• Excellent customer service skills, including an initiative to provide comprehensive service and information in response to inquiries.
• Ability to answer phones in a timely and professional manner
• Good organizational skills and ability to prioritize tasks, including the ability to meet company service standards.
• Well-developed analytical, decision-making, and problem-solving skills.
• Flexible and adaptable.
• Excellent written and interpersonal communication skills and ability to work independently as well as part of a team.
• Ability to perform multiple tasks simultaneously (i.e., communicating with callers while retrieving information from systems and summarizing inquiries for call log).
• Successful completion of a cleared criminal background check is required.

Benefits

At Ellement, we're all about investing in our business, and our biggest investment is our people!

We're committed to our employees growth and well-being, offering ongoing education, training, and all the support you need to thrive. We offer a comprehensive benefits package, along with a positive, team-oriented work environment.

Join our vibrant and dynamic team today!