About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

We are changing the way people think about customer service, and we need your talent!

IntouchCX is looking for a highly motivated Benefits Administrator to support our payroll team. This role is responsible for the administrative execution of benefit plans across North America (Canada and the US), focusing on data integrity, proactive follow-ups, and back-office coordination with the HR team. This position operates as a support function with limited direct employee interaction.

As Benefits Administrator, You Will…

• Set up and manage New Hire Enrollments for both the US and Canada locations.
• Process and approve Life Event changes.
• Ensure necessary follow-up documentation is received for Canadian life events.
• Execute the termination of employee benefits when required.
• Coordinate COBRA mass assignments and verify audit information for US-based employees.
• Advise HR of premiums due for employees during leaves of absence.
• Actively track and follow up on missed premiums and potential policy cancellations.
• Review and resolve Carrier Connect errors to ensure synchronization between internal systems and providers.
• Audit and maintain employee groups to ensure accurate plan placement.
• Provide diligent follow-up on outstanding New Hire Enrollments and Provincial Health Coverage updates in Canada.
• Maintain and update internal processes and benefit documentation as required.
• Assist in the monthly reconciliation of benefit invoices to ensure billing accuracy.
• Prepare and review payroll adjustments related to benefit deductions.
• Assist with record-keeping and administration for annual ACA reporting requirements.
• Manage a high volume of benefit transactions and administrative tasks with consistent accuracy.
• Assist with any other projects or requests as required.

As Benefits Administrator, You Need…

• A minimum of 3 years of experience in a corporate environment; experience in Group Benefits is preferred.
• Advanced Excel skills are essential for data reconciliation and auditing. Experience with Dayforce would be an asset.
• Exceptional attention to detail and strong follow-up skills to manage outstanding administrative tasks.
• Strong verbal and written communication skills for coordinating effectively with internal HR stakeholders.
• An understanding of Canadian benefits is required; knowledge of United States benefits legislation (Affordable Care Act) is an asset.
• Ability to work hours that align with North American (NORAM) business time zones.
• Strong analytical and decision-making skills to resolve carrier errors and billing discrepancies.

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Benefits of Working as a Benefits Administrator…

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities