Summary
Overview
Work History
Education
Skills
Languages
Timeline
background-images

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, QC
01.2008

Bachelor Of Arts - Linguistics

Concordia University
Montreal, QC
01.2004

D.E.C - Social Sciences

Dawson College
Montreal, QC
01.1998

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
Nathalie Rivard