Member Services Administrator (Call Center)

Member Services Administrator (Full-Time, Permanent)

Calgary, Alberta

Overview

We are looking for a benefit plan administrator to join our dynamic team. The Member Services Administrator is responsible for a variety of service and operational related activities for ARTA. You will be responsible for managing, developing and administering services to prospective and current members, providing customer service and effectively communicating with the membership.

This position reports to the Director, Plan Administration and leads the operational support of the association by ensuring members needs are met, build programs, and use appropriate mechanisms to increase membership to the association and lend expertise and support to the CEO, COO, and other ARTA staff.

What You Will Do

• Continue to develop detailed knowledge about the ARTA Benefit Plans and liaise with ARTA’s claims adjudicator.
• Answer member questions regarding benefits plan design, coverage levels, eligibility, travel insurance, and premium rates.
• Perform account maintenance activities related to member requests, such as address changes or membership status changes.
• Review claims submission inquiries from members.
• Provide new member information to ARTA applicants, including provision of application and information packages.
• Follow up on incomplete or inaccurate membership applications.
• Provide scholarship information and application forms as needed.
• Reconcile membership database with our claims adjudicator records by working with their staff.
• Become the expert resource user for the ARTA benefits and membership administration system.
• Communicate professionally with all ARTA members, reply to voicemails and emails promptly.
• Greet visitors and provide a professional and positive experience for members, vendors, and partner organizations.
• Direct all incoming emails, and general correspondence to the appropriate staff member or department.
• Perform administrative support functions as requested.
• Remain current about other similar organizations with respect to their member services and product offerings, and recommend best practices, relevant ideas and opportunities that could benefit ARTA.
• Attend functions or events requiring ARTA’s participation, as required.
• Contribute to the ARTA team by performing other duties as assigned by the Chief Executive Officer (CEO), the Chief Operating Officer (COO), or Director, Plan Administration.

What You Will Bring

• A relevant post-secondary degree or two to five years of applicable previous experience and exposure to employee benefits plan administration.
• Working towards a Group Benefits Associate (GBA) designation would be an asset.
• Working with retiree populations would be an asset.
• Aptitude and enthusiasm for building positive relationships in a member support environment.
• Ability to utilize objective and valid information from a variety of sources to make informed decisions, understand the potential impacts, and keep all relevant parties informed.
• Strong communication skills — both written and verbal — to ensure stakeholder needs are understood.
• A passion for customer service.
• Computer literacy and a demonstrated ability to troubleshoot and fix related problems would be considered an asset.
• Experience with ARTA is considered an asset.

Work Environment

• 37.5 hours per week, with flexibility to accommodate business needs; occasional evenings may be required.
• Full time, on site position.
• Occasional offsite work and travel for meetings or events.

Due to the vulnerable population we serve, employees are encouraged to follow public health recommendations, including staying up to date with vaccinations such as flu and COVID-19. However, vaccination is not a condition of employment.