Securian Canada

Administration

• Perform a variety of complex administrative tasks independently: research, file verification, and basic analyses;
• Carry out the "morning task" (sending payments and printing client letters starting at 6:30 AM);
• Respond professionally and empathetically to inquiries from clients, partners, and stakeholders;
• Maintain rigorous follow-up on invoices, payments, and correspondence;
• Prepare and send communications to clinics, hospitals, partners, and other third parties;
• Serve as a point of contact within the team for administrative procedures and tools;
• Actively participate in continuous process improvement by identifying optimization opportunities and proposing practical solutions;
• Keep up to date on the company's products and services and contribute to a collaborative and supportive work environment.

Senior Bilingual Claims Administrator

Customer Support

• Answer queries from customers/members regarding either billing, account balances, refunds, certificate, plan’s details, product and services, coming through the different communication media available to them;
• Assess needs and addressing each request in a professional, friendly and timely manner (including appropriate customer follow-up);
• Use systems to gather information required to resolve each situation by providing complete information, to ensure First Contact Resolution;
• Track and monitor queries in the appropriate system;
• Update, when required, certificate details and follow up appropriately (type of coverage, amount of coverage, cancellation of certificates, beneficiary or coordinate updates, requests from Underwriting to cancel coverage as replacement of new, bulk updates and/or bulk cancellations);
• Deliver consistent, quality service to our clients, in respect with our processes, productivity and quality objectives (KPi’s);
• Raise and vet ideas and trends to promote continuous improvement;
• Maintain up to date knowledge products and services and attend appropriate development courses on an ongoing basis;
• Perform other related duties, as assigned

Bilingual Customer Service Representative

• Daily maintenance of all required office and claims administration (filing, purging, department email box, scanning and indexing mail, mail correspondence as needed) in accordance with the certificate provisions
• Coordinate and administer new claims (possibly TPA), document applicable notes and set follow-up reminders
• Receive work items from adjudicators and handle to completion
• Track all assigned invoices and document as required
• Request and track customer information from business partners required for claims processing
• Monitor queues daily and distribute work items accordingly
• Verify and track incoming correspondence within industry (PCI) requirements for PCI compliance
• Support team by answering questions and assisting team members with inquiries
• Maintain up to date knowledge of company’s products and services
• Temporary 6-month fixed-term contract with possibility of extension

Claims Administrator

Communications

• Develop high-quality content that aligns with the company’s strategic objectives, including social media content, press releases, articles, research reports, web copy, newsletters, presentations, speaking remarks, award submissions, case studies, whitepapers, customer/client materials and other internal/external communications.
• Assist in executing content strategies across multiple platforms (newswire, social media, websites, etc.) to help build a positive reputation for the organization.
• Ensure consistent messaging across all marketing and communications materials, creating alignment with the company’s brand, values, and tone of voice.
• Secure appropriate approvals and incorporate feedback/edits into materials; coordinate with translation and design teams to finalize materials and coordinate distribution/publishing of content.
• Set and adhere to deadlines for content production and publishing.
• Collaborate effectively with Marketing & Communications team, cross-functional colleagues and external partners to produce high-quality content.
• Monitor and report on media coverage, including sentiment analysis and trends.
• Monitor and report on social media metrics and trends and make recommendations to enhance strategic communications plans.

Communications Specialist

• Provide accurate and prompt response to written and telephone customer inquiries regarding policy transactions and insurance products, including offering products for enrollment.
• Provide accurate, prompt and quality response to telephone customer inquiries regarding policy transactions or other inquiries regarding our insurance products.
• Answer all customer questions concerning benefits, provisions, billing, options and allowable contractual changes.
• Respond to customer requests within the service, quality and performance standards determined by the department using automated systems.
• Research and process customer inquiries and transactions using the appropriate company systems, databases, product manuals and other reference material.
• Maintain knowledge of policy contracts (including additional benefit riders), provisions, features and benefits, processing procedures and governmental regulations.
• Read and understand all Bulletins and Alert notifications.
• Identify and alert management to changes, delays, possible errors and unexpected service requests.
• Provide information and adjust coverage to retain business and enhance customer loyalty.