Establish and maintain excellent client relationship & satisfaction;Clear knowledge of our solutions and can effectively support the client;Provides internal support to other team members and domains including Benefit Centre representativesResponsible to provide expertise in functional areas of our services and solutions;Monitor and track all client requests to ensure work is appropriately assigned, has clear ownership and accountability, and is completed in a timely manner with quality;Attend and prepare regular status meetings with the client;Works to resolve incidents and provide client support;Perform regular follow-ups with the different support teams involved in root cause analysis and functional support to make sure the service level agreements are respected;Participate in the analysis of requests for changes to our solution or internal processes;Organizes and manages change order project deliverables as may be required to deliver "Out of Scope" work, including preparation of requirement documentation, demo/walkthrough, configuration, review of complex test scenarios and testing results, to client where applicable;Utilize project management methodology to address annual events such as re-enrolments and new client installations (i.e. Planning, communication, training, client Requirements and execution);Manage Plan Sponsor inquiries through all incoming mediums including potential interaction with Plan Members;Track and record Plan Member and Plan Sponsor inquiries and escalations;Apply problem solving methodology to resolve ad hoc issues;Provide initial and ongoing support to Plan Sponsors;Provide Member education and support;Establish and participate in the evolving processes and materials for this specialized product offering (i.e., workflow, training, processes, execution, operational excellence, and quality assurance).

• Researches complex benefit issues and formulates resolutions/recommendations by analyzing fact patterns and applying.• Plan provisions and best practices. Provides resolution in accordance with due dates and documents processes.• Conducts system edit clean up including researching and determining reasons for errors and resolving errors which may include working directly with client or third party vendor to obtain correct data/information.• Manually performs benefit processes and complex calculations that are not automated, requiring plan knowledge, analysis and interpretation.• Identifies and recommends a methodology for completing calculations by referencing guidelines and best practices and validates recommendation with manager for final approval.• Generates ad hoc benefits related reports by writing queries and analyzing data for accuracy.• Develops and documents benefit related processes and guidelines.• Works with the manager to recommend process improvements and coaching and training opportunities that were identified from participant issues, recurring edits, process delays, and quality problems.

• Identifies process improvement opportunities.• Executes issue resolution and ensures proper documentation and follow-up takes place.• Executes manual processing with proper documentation and follow-up.• Oversees data file processing and job scheduling/monitoring.• Coordinates system updates and year-end processing and reporting.• Performs acceptance testing of ongoing processes (at live date and as changes are made).• Develops and maintains Standard Operating Procedures (SOPs) documentation.

• Preparing client reports and deliverables.• Gathering, manipulating and summarizing data.• Reviewing reports for reasonableness and accuracy, and ensuring they meet the client's requirements.• Producing weekly, monthly and ad-hoc client reports.• Creating internal data summary reports.• Working closely with the benefits client team, insurance carriers and internal call centre.• Responding to client requests and completing internal workflows.• Identifying, suggesting and working to implement process efficiencies across clients.

• Took calls according to our contracts with our clients stipulate that a minimum standard of 90% of all inbound calls to be answered before 90 seconds.• Made workflow callbacks within 2 business days whether I have a resolution or not, to follow up with employees and let them know that I am still investigating and will contact them once the issues is resolved.• Completed voice mail pick up a minimum twice per day and returned within 24 business hours.• Responded YBR (Your Benefits Resource) web questions within 2 business days.