Client Service Advisor - Administration

Member Service Administrator
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.
Our mission centers on delivering purposeful, accessible experiences that prioritize customer obsession and operational excellence. 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. 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.

We are currently seeking to fill two positions for this role, with one opportunity based in our Edmonton office and the other in our Ottawa office.

Answer incoming telephone calls from members and other contacts about Pension and Benefits (Health & Welfare) in a professional manner.
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., 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.

Bilingual in French would be considered a highly-valued asset.
Experience with pension plans, health benefit plans, or in the life insurance or financial services industry would be an asset.
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.
Flexible and adaptable.
communicating with callers while retrieving information from systems and summarizing inquiries for call log).
We’re committed to our employees growth and well-being, offering ongoing education, training, and all the support you need to thrive.