Benefits and Pension Professional

Sarah Elisa Benny

Toronto 416-***-**** *****.*.*****@*****.***

SUMMARY

Dedicated, results-oriented and innovative Human Resources professional with 6 years of financial services and 21 years of customer service experience. Proven ability in benefits and pension administration for over 5 years.

SKILLS

Highly experienced in serving as a primary contact for third party administrators, placing special focus on deriving information of dynamic benefits and pension administration plans.

Experience working with HRIS and benefits administration systems (SAP skills).

Effectively able to coordinate daily benefits processing, and handling enrolments, terminations, changes and claims while maintaining confidentiality.

Demonstrated proficiency in Microsoft Office.

Excellent communications and relationship management ability.

EXPERIENCE

Human Resources Coordinator Randstad April 2019 – May 2019

Main point of contact for employees relating to benefits, payroll and vacation inquiries.

Help with new-hire procedures: including organizing employee orientation, creating new employee files, administering employee handbooks and ensuring all necessary paperwork is properly filled out and submitted to appropriate parties.

Respond to external and internal enquiries sent to the HR general mailbox as appropriate

Draft employee verification letters.

Maintain HR data integrity and accuracy in the Human Resources Information System (JDE). Distribute notifications to internal HR business partners for employee changes (e.g. new hires, departures, etc.).

Maintains strong relationships with both external partners such as Sunlife (benefits & LTD provider), Cigna (STD Claims) and Lifeworks (Employee Assistance Program).

Responsible for the accurate and thorough setup of benefit profiles for employee on the benefits provider’s database.

Identify inefficiencies and facilitate improvements to current processes.

Benefits Administration Consultant Scotiabank (Contract) January 2018 – March 2019

Main point of contact for benefits related questions and escalations and also acts as second line support for the HR Services Centre stemming from the AskHR portal.

Provides support to employees, pensioners and their families, by demonstrating professionalism at all times.

Maintains strong relationships with both internal & external partners such as Manulife (benefits provider), Morneau Shepell (STD Claims & Employee Assistance Program) Great West Life (LTD & Life Insurance benefits), and Total Rewards (benefits policy owners) who escalate employee & pensioner’s concerns.

Investigates benefit claims and exception requests for which decisions and guidance are provided.

Administer and process all sabbatical leaves request.

Responsible for the accurate and thorough setup of survivor benefit profiles in both the employee and benefits provider’s database.

Processes all domestic deaths for the bank, which includes employees, pensioners and their dependents.

Processes life insurance, employee share ownership and survivor income benefits claims.

Identify inefficiencies and facilitate improvements to current processes.

Train and mentors fellow consultants in the processes, thereby enabling seamless absence coverage and contributing to their development.

Sarah Elisa Benny

Toronto 416-***-**** *****.*.*****@*****.***

Client Service Specialist People Corporation May 2016 – January 2018

Responsible for providing benefit administration services to clients with 500+ employees.

Processed all benefit enrolments, qualifying life events, employee changes submitted by employees, and salary updates submitted by the employer.

Worked closely with benefits providers to resolve eligibility errors. Served as an employee advocate to benefit providers for claims issues.

Review and revise employee benefit booklets.

Assisted with the implementations and on boarding of new clients and conducting employee sessions.

Contributed to the development and maintenance of standards, policies and procedures regarding client service.

Recommended and implement changes to policies and guidelines to reflect circumstances within the client service area and driving Quality Assurance initiatives and process improvements.

Served as backup to the Disability Service Specialist by submitting & following up on STD, LTD and Life claims with multi carriers.

Total Rewards Advisor CPA Canada (Contract) December 2015 – May 2016

Responded and acted on employees inquiries about programs, including the resolution of claims and service issues.

Administer pension, benefits and leave of absence programs.

Ensured pension (both DB & DC Plans), benefit & wellness programs and services are coordinated among service providers and members, on a day-to-day and cyclical basis.

Provided administrative services to CPA Canada and support administrators of affiliated employers across Canada.

Maintained accurate employee information on the HRIS system and complete hard copy records.

Provided orientations to new employees about total rewards programs and completed the necessary documentation for payroll.

Assisted managers and employees with the making pension and benefit arrangements for leaves (STD, LTD and Maternity), return to work, retirements, and exits.

Liaised with service providers on quality and service issues.

Provided information for budget, audit and ensures service provider and member payments are processed on a timely basis.

Produced reports for tracking and analysis as well as project support to the HR team, as required.

Administration of the RRSP enrolment process in partnership with payroll team.

Sarah Elisa Benny

Toronto 416-***-**** *****.*.*****@*****.***

Quality Assurance Officer CIBC (Contract) June – December 2015

Documented internal audits and other quality assurance activities of mobile mortgage advisors.

Analyzed data to identify areas for improvement in the quality system and prepared reports to communicate outcomes of quality activities.

Trained new members on the quality assurance process and created training material.

Human Resources Assistant Allied Technical Services Inc. October – November 2014

Provided general and clerical support to the human resources department.

Maintained accurate employee information on the internal HRIS filing system.

Maintained a list of eligible candidates for career opportunities and contact them for interviews.

Assisted in processing personnel action forms and handled the maintenance of personnel records.

Made travel arrangements and organized accommodation for managers.

Used social media and job sites to determine potential applicants.

Client Service Representative OMERS (Contract) July 2013 – October 2014

First point of contact in answering inquiries, and providing information to clients to allow them to make an informed decision, when necessary in a professional manner.

Able to develop a good rapport with clients (external and internal) and focus on clients needs to enhance clients overall experience.

Demonstrate excellent judgment and tact when dealing with clients, and ensure issues are investigated thoroughly when providing a response to a question or issue that has arisen.

Perform initial investigation of contentious client issues, takes appropriate action, and prepares incident reports in a timely manner; ensuring the report is submitted for further investigation and resolution.

Remained current on regulatory/policy changes relating to the OMERS Pension Plan(s), new OMERS initiatives and products as well as pension industry related trends.

Worked co-operatively with peers by sharing information and communicating in a professional manner to ensure objectives were met.

Client Service Representative Morneau Shepell September 2011 – July 2013

Managed incoming calls, voicemails and emails from members concerning group benefits, RSP savings, or pension plans for over 20 contracts ensuring all enquiries were handled on a first resolution basis and any escalations were triaged effectively to maintain customer satisfaction.

Oversee member communications such as pension plans (both DB & DC) retirement and benefit option forms, recommending appropriate actions as necessary.

Peer reviewed incoming documents and flagged any incomplete or outstanding information to Administration

EDUCATION

Human Resources Management Certificate Seneca College June 2013

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