Administrative Assistant - Aem

Description:

The focus of this role is to support a positive Group Benefits customer experience via the successful set up and revision of group plans on various systems. This role demands strong technical skills, workflow management ability as well as a passion for high quality customer service. The ME/OASIS Setup Specialist is primarily responsible for setup of the Member Enrolment Site, testing and client technical support. Incumbents will spend a large portion of time working in a project management capacity to ensure the accurate and timely implementation of new Member Enrolment and annual re-enrolments for existing Member Enrolment clients.

Main Accountabilities:

• Work on Re-enrolment projects.
• Assess and negotiate target dates to meet customer expectations; demonstrate sensitivity to customer's business needs
• Handle escalated client issues, both technical and process-driven, and service standard questions
• Partnering with various other staff to clarify plan design so that system setup is efficient and accurate
• Act as a subject matter expert for Member Enrolment and / or GBTA in various projects and initiatives;
• Manage work priorities in a multi-functional environment
• Participate in projects as requested
• Support and backup leadership as per designated assignments
• Understanding and analysis of customer needs to recommend system setup that supports those needs
• Provide coaching, mentoring and training
• Negotiate internally and externally to ensure client is able to accurately administer the benefit program
• Processing new business and/or revisions within established service standards (accuracy & timeliness).
• Conduct Business Acceptance testing for system enhancements as relating to Member Enrolment.
• Share knowledge and technical expertise with peers, co-workers and business partners.
• Investigate and resolve escalated issues or complaints
• Contribute and be pro-active in leading change and partnering with team members and business partners to help educate and develop their skills and expertise.
• Monitor task assignments with internal and external project team members on an ongoing basis
• Respond to inquiries from customers and internal business partners
• Interpretation of plan design details; seek clarification to ensure "right" outcome

Competencies:

• Ability to work in a team setting; also able to work independently
• Understanding of project management methodology
• Ability to multi-task to achieve delivery dates
• Analytical, organized and a self-starter
• Understanding of Group Client Services procedures and available services;
• In-depth knowledge of Plan administration systems and their interdependencies
• Proven skills in customer service delivery
• Superior verbal and written communication skills;
• Knowledge of Group benefits
• Attention to detail
• Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
• Effective issue resolution skills

Asset:

• Strong sense of initiative and ability to think outside the box
• Strong team player;
• Positive attitude;
• Minimum 2 years of post-secondary education and at least 3 years of directly-related business experience
• Strong organizational and time-management skills;
• Some proficiency with data management tools such as Excel, Access & MS Project, in order to perform system loads
• Strong knowledge of Group systems and web application;
• Bilingual in both French and English, written and spoken
• Proven ability to work well in a stressful and fast-paced environment with fluctuating work volumes and schedules

Systems:

• AEM (Adobe Experience Manager)
• Website Coding Modification
• OASIS (Benefit Administration System)

Other:

· Overtime may be required during peak periods

• Critical thinker