Campus Support Agent

A key point of contact on a campus we serve, providing front‑line support in the delivery of member services. Supports student inquires and engagement activities. Delivers high-quality service and support across multiple channels and Partners, working with the Campus Support Coordinator in ensuring resolution of all incoming inquiries, adherence to service protocols, and a positive member experience.

Key Responsibilities

• Respond to member non-claim inquiries via walk-in, phone, email/case, and chat; resolve issues within SLA.
• Educate members on insurance, wellness, preferred providers, and other programs offered.
• Educate members on enrolment, registration, and claims processes.
• Support members with insurance or wellness related access or claim processes.
• Document interactions accurately in CRM systems.
• Escalate complex issues to the Campus Support Coordinator or appropriate department
• Participate in training and calibration sessions to maintain service quality.

Participate in events to promote awareness and engagement with benefit programs.

• Respond to inquiries related to claims status and coverage.
• Utilize appropriate technologies, including contact centre solution, customer relationship management, and internal teams communications tools, office applications, project tools, and ticketing systems.

Terms & Conditions

• Convenience of an office located at the University of Alberta
• 3 days a week (Monday to Friday)

We would like to thank all those interested in the position, but only the selected candidates will be contacted for an interview.

Pay: $18.25-$18.75 per hour

Work Location: In person