BERNAJANE ALVAREZ TELEN Bachelor of Science in Business Administration Major in Financial Management

EXPERIENCE PLAN MEMBER ADMINISTRATOR – CANADIAN GROUP BENEFITS Manulife Data Services Inc. | June 2014- Present

My responsibilities include:

• Administering plan member’s record through eligibility updates which includes initial enrollment, termination request, beneficiary updates and other application changes.
• Providing excellent customer service by carefully analyzing data and accurately processing applications
• Communicating with plan administrators and business unit in Canada to ensure eligibility updates are completed.
• After 3 years, I was moved to a different role which is for group level changes.
• Administers policy amendments and changes including memorandum of agreements
• Communicate with other teams and departments to ensure all applicable changes are implemented correctly
• Ensuring policy amendments are applied to the group prior to processing eligibility update.
• Review escalations and responds to inquiry by conducting thorough investigation on what could be the root cause and provides effective solutions
• Provides training for new employees of the team
• Provides question support to me teammates, new hires and other counterparts of our team
• Schedules and distributes work ensuring all items are processed on or before our target date
• Provides end of day report making sure all outstanding items are cleared on time.