TPA Business Analyst

at  Manulife

This role supports the Third-Party Administrators (TPA) who adjudicate claims for Group Benefits Plan Sponsors. The role reports to the Director of Operations and is a critical role that ensures that TPAs are funded for claims paid and that Underwriting has claims data for renewal rating purposes.

REQUIRED QUALIFICATIONS:

• treasury/cash management and group insurance knowledge particularly in claims
• customer service, working with both internal and external customers in a professional manner
• ability to manage conflicting prioritize and fluctuating work volumes
• Strong communication skills, both written and verbal
• Strong analytical and problem-solving capabilities with the ability to multitask
• Very good attention to detail, and having the ability to help others resolve difficult proposal questions and issues in a timely fashion or to research issues where the solution is not clear
• Strong competency in MS Office Excel/ Word
• Post-secondary school graduation or equivalent work experience
• Minimum 3 years of work experience in the financial services industry
• Sound product knowledge across several product lines and enforce systems
• Excellent organizational skills, with the ability to prioritize under stressful and changing circumstances
• Excellent customer service, negotiation, and communication skills, both written and verbal, with the ability to communicate effectively with clients and team members, translating technical details to lay language
• Ability to maintain a “customer perspective” when dealing with customers
• Ability to communicate technical product information in customer-oriented terms
• Ability to comprehend and interpret technical details as it pertains to proposal systems and products, and apply this knowledge in varying case situations
• Ability to recognize workflow and systems problems, resolving them if possible or escalating issues as appropriate
• Sound technical knowledge of loading software packages and ability to use and interpret MLI admin systems/screens

• Monitor daily electronic TPA data claims files from TPAs and follow up on any rejected items
• Work with TPAs and IS to resolve any data file processing issues
• Timely investigation and response to Treasury inquiries regarding cheques not on the issue report.
• Process stop payments/canceled cheques and claims refund (TRACS & Etreasury) as directed by the TPA
• Prepare weekly/monthly claims funding requests for TPAs
• Work with GB A/C to ensure suspense accounts are cleared promptly.
• Handle unclaimed property reporting and the monthly management of stale-dated cheques.
• Maintain cheque stock for all TPAs, providing updates to MLI Treasury and ordering cheque stock for TPAs as required.
• Manage TPA Mailbox
• Coordinate the issuance of tax slips with the Disability and Tax teams within Manulife and the TPAs.
• Ensuring positive and effective relationships are maintained with customers, particularly policyholders and producers
• Proactively working to identify shortfalls in our systems, coordinating with other staff and departments as required
• Acting as a primary customer contact on more complex proposals ensuring their needs are met
• Actively participating in the continuous improvement of business processes and service standards as required, usually as a member of a project team as required
• Acting as a mentor to new or inexperienced staff
• Identifying problems and issues on the systems or in the workflow and following them through to resolution
• Other duties as assigned