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Job Description
What is the opportunity?
As a bilingual Group Client Services rep you will provide day-to-day customer service and oversight of an assigned block for billing and service delivery re. Service Level Agreement (SLAs), compliance with Standard Operating Procedures (SOPs), and quality via processing, reports, online monitoring and any assigned tasks. You will serve as a liaison/conduit between Third Party Advisors (TPAs), Plan Administrator (PAs), Greenshield, advisors and other related 3rd party suppliers and internal RBCI partners for Group & Guarantee Standard Issue (GSI) Billing and Administration.
What will you do?
• Act as main point of contact for assigned block of groups for billing and administration responding within 24 hours
• Manage daily inquiries, escalations, and act as client compliant liaison via telephone and email from TPAs, PAs, Advisors, internal partners, suppliers and escalate issues of concern to the manager for resolution or action
• Track and follow through issues until resolution providing effective and timely communications to stakeholders
• Handle monthly bill run tasks along with providing technical and business process expertise for billing completion, account reconciliation, problem identification and resolution
• Accurately allocate premium, manage delinquent accounts, research, and resolve customer inquiries relating to premium remittance/changes and account reconciliation for GSI and group business
• Multitask and process changes generated by policy, coverage or plan changes or client requests & effective management and maintenance of all accounts, tracking system and weekly reports on assigned caseload as per SLA
What will you need to succeed?
Must Have
• Post secondary education
• Superior knowledge of EXCEL
• Strong decision making, analytical and problem-solving skills
• Well developed and demonstrated conflict resolution skills
• Demonstrated change management and collaboration capabilities
• Multitasking skills
• Must be fluently bilingual with excellent communication skills in both French and English, written and spoken
Nice to Have
• Knowledge of Life and Health products for Group & GSI
• Knowledge of multiple RBCI systems and Webportals
• Knowledge of multiple RBCI and Greenshield processes
• Expert knowledge and understanding of processes
• Knowledge of applicable Supplier SLAs
• Working knowledge of RBC compliance and regulatory requirements
Special Conditions
Please note this is a 12 month contract position. Only applicants fluently bilingual in both French and English will be considered for this role.
What's in it for you?
• Competitive pay and high-earning potential
• All the tools, training, and team support you need to grow your career
• Flexible work/life balance options
• Sophisticated RBCI software tools to boost your productivity
Job Skills
Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product ServicesAdditional Job Details
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Inclusion and Equal Opportunity Employment
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