Contact Centre Administrator – Group Plan Administrator Support

Temporary Contact Centre Administrator

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We're committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you'll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth.

Overview:

Alberta Blue Cross has an opening for a temporary (one year contract) full time contact centre administrator in our Group Plan Administrator Support department. This position exists to provide quality administrative support to all external and internal clients to achieve group retention and customer satisfaction. This role is a supportive role to other departments and teams, which could see the candidate assisting in different areas as needed.

What You Will Do:

• 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.
• 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 demonstrations, education, and support about the Alberta Blue Cross Plan Administrator website.
• Provide support to internal and external clients whenever necessary.
• Build sustainable relationships and engage customers by going the extra mile.
• Represents Group Plan Administrator Support on projects and committees as required.

What You Will Have:

• 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.
• Proven track record of exceptional customer service skills.
• Superior listening, verbal, and written communication skills.
• Requires excellent interpersonal skills.
• Experience presenting or public speaking would be considered an asset.
• 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.

This position will remain open until a suitable candidate is selected.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.