The Member Administration Representative role provides administrative support to members regarding their Pension and Health & Wellness Plans. This involves responding to inquiries, managing documentation, and handling data entry, to ensure that members receive accurate information and timely assistance. The role is primarily focused on handling high-volume inbound calls and email inquiries.
Key Responsibilities
Member Payments & Data Management
- Process and reconcile self-payments for pension and health & wellness (H&W) benefit plans.
- Accurately enter and maintain comprehensive member data, including dependents, beneficiaries, and addresses.
- Manage data retention, file culling, and shredding schedules to ensure compliance with internal policies.
- Oversee pension-related records and processes, including affirmations, pension partner status updates, and address changes.
Member & Service Provider Support
- Respond to and resolve member and service provider inquiries regarding H&W and pension benefits.
- Investigate and address general pension-related questions, as well as member issues, including complex or escalated cases that require additional research or coordination.
- Manage member-related mailout requests, including H&W eligibility notices, pension statements, and affirmations.
- Contact members and providers regarding stale-dated cheques and overpayments in coordination with the H&W department.
Claims and Yearly Tax Administration
- Prepare and package claims for processing.
- Process member requests for tax-related reprints, pension statements, and general account documents.
- Assist with the data verification, and preparation, of Member T4As (Group Insurance only).
Document & Compliance Management
- Maintain accurate and organized member records to support pension and benefit administration.
- Ensure compliance with ACAW standards and internal policies when handling member-related communications and documents.
- Manage filing systems for pension and H&W records, ensuring timely updates and accessibility.
Qualifications
Education
Minimum Required:
Preferred:
- Post Secondary Diploma in a related field
- Pension Plan Administration Certificate (PPAC)
- Certified Employee Benefit Specialist Designation (CEBS)
Experience
Minimum Required:
- Minimum of 1 – 2 years of experience in administration.
Preferred:
- Prior experience in pension administration, claims processing, or customer service
Job Specific Skills
Minimum Required:
- Strong communication skills, both verbal and written.
- Excellent organizational skills and attention to detail for accurate record-keeping and data entry.
- Ability to manage sensitive information with confidentiality.
- Customer service orientation with a focus on member satisfaction.
- Ability to work in a fast-paced environment with competing priorities.
Preferred:
- Additional language skills (French preferred)
Benefits
At ACAW Trust Funds, we believe our strength lies in our people. We offer:
- A collaborative and supportive work environment
- Opportunities for professional development and continuous learning
- A comprehensive and fully employer-funded health, dental, drug, and vision benefits
- A fully employer-funded target benefit (defined benefit) pension plan
- A workplace culture that values growth, positivity, and purpose
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
