Nathalie Rivard
Niagara Falls,Canada
Summary
Bilingual and self-motivated group benefits professional with over 15 years of experience in the industry, excelling in challenging roles within fast-paced environments. Recognized for exceptional organizational skills and the ability to manage multiple tasks efficiently under tight deadlines. A detail-oriented approach ensures accuracy and quality in all deliverables, complemented by excellent written and verbal communication skills that foster collaboration and client satisfaction.
Overview
22
22
years of professional experience
Work History
Complaints Investigator
Manulife
03.2023 - Current
- Manage escalated customer complaints related to Group Benefits, Disability, and Life Claims.
- Serve as an advocate for clients, ensuring cases are handled in alignment with contract terms and company policies.
- Review multiple internal systems and liaise with business partners to investigate and resolve allegations.
- Maintain clear communication with clients throughout the investigation, providing timely updates and resolutions.
- Identify opportunities for process improvements based on case findings.
- Ensure proper documentation and reporting for each case.
Senior Benefits Administrator
Manulife
01.2014 - 03.2023
- Led complex benefits administration for large clients, handling new hires, terminations, life events, and member updates.
- Spearheaded annual re-enrolment and new client implementation projects, collaborating with internal and external stakeholders.
- Managed client inboxes, ensuring timely responses in accordance with Service Level Agreements (SLAs).
- Mentored and coached junior team members, ensuring consistent quality and adherence to best practices.
- Analyzed and resolved member eligibility and payroll issues, offering suggestions for improvements to processes.
- Conducted functional testing for new system implementations and enrolment processes.
Benefits Administrator
Manulife
10.2011 - 01.2014
- Provided daily administrative support for plan administrators, responding to inquiries related to group benefits.
- Assisted team members and internal partners with system updates and troubleshooting.
- Maintained accurate member records using benefits administration software.
Benefits Administrator
Mercer
05.2008 - 10.2011
- Addressed complex eligibility, deductions, and benefits-related inquiries for clients.
- Analyzed administrative issues and developed solutions to resolve problems within group insurance plans.
- Monitored service delivery standards and escalated issues as necessary.
- Ensured all processes were documented and adhered to compliance standards.
- Managed time tracking and accurate billing for client services.
Service Representative
Sun Life
04.2006 - 06.2007
- Responded to client concerns and resolved issues promptly and effectively.
- Participated in client visits, regarding regular service meetings and to train plan administrators.
- Maintained productivity and quality standards.
Member Impact Specialist
Sun Life
11.2004 - 04.2006
- Point of contact for member escalations regarding coverage, claim, eligibility issues.
- Resolved inquiries and escalations efficiently and accurately.
Customer Service Representative
Sun Life
04.2003 - 11.2004
- Managed inbound customer calls, addressing inquiries related to group benefits coverage, claims, and eligibility.
- Provided precise information while adhering to contract stipulations.
Education
Certificate - Human Resources Management
Concordia University
Montreal, QC01.2008
Bachelor Of Arts - Linguistics
Concordia University
Montreal, QC01.2004
D.E.C - Social Sciences
Dawson College
Montreal, QC01.1998
Skills
- Benefit Re-enrolment & Implementation Projects
- Employee Benefits Management
- Process improvements
- Payroll Support
- Relationship Building
- Critical Thinking & Analysis
- Customer Service
- Conflict Resolution
- Complaint Investigation & Resolution
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Complaints Investigator
Manulife
03.2023 - Current
Senior Benefits Administrator
Manulife
01.2014 - 03.2023
Benefits Administrator
Manulife
10.2011 - 01.2014
Benefits Administrator
Mercer
05.2008 - 10.2011
Service Representative
Sun Life
04.2006 - 06.2007
Member Impact Specialist
Sun Life
11.2004 - 04.2006
Customer Service Representative
Sun Life
04.2003 - 11.2004
Bachelor Of Arts - Linguistics
Concordia University
D.E.C - Social Sciences
Dawson College
Certificate - Human Resources Management
Concordia University