Overview
Senior Specialist, Member Services Jobs in Toronto, Canada at HOOPP (Healthcare of Ontario Pension Plan)
Job Summary
The Member Services team within Plan Operations provides excellent service to HOOPP members by offering education and guidance on the value of the plan, responding to inquiries, and helping to solve pension‑related issues. Within the team, the Senior Specialist acts as a subject‑matter expert when troubleshooting complex cases and works with other business units to bring product knowledge and understanding to various projects and initiatives for Member Services.
The Senior Specialist is a front‑line service provider, delivering accurate, relevant, and timely information about pension benefits and assisting members through personal life events. Responsibilities include educating members on the value of their HOOPP pension, responding to queries, processing event transactions, following up on expected or outstanding member‑related information, and ensuring all inbound and outbound calls and work are addressed promptly.
What
You Will Do
- Provide relevant, prompt, and accurate information in a professional and courteous manner.
- Build and maintain professional relationships with members, managing requests and educating members on options to assist decision‑making.
- Act as the go‑to resource for more complex questions and issues.
- Manage the member experience by monitoring outstanding inquiries and proactively following up to ensure timely resolution.
- Collaborate with other business units in Plan Operations to identify and assess impacts of issues and/or enhanced functionality; raise awareness related to Member Services.
- Participate in team meetings, training, and events, and represent Member Services on projects/initiatives as a subject‑matter expert.
- Support other areas in Member Services when required to ensure adequate coverage of member inquiries.
- Perform additional tasks within the scope of the position as required.
- Remain current on Member Services initiatives and services through ongoing training and integrate new staff members.
- Process event‑related transactions (e.g., retirement, terminations, buybacks) by reviewing all aspects of a member’s file, reaching out for clarification, keeping the file up to date, and following up in accordance with service level guidelines.
- Build a trusted relationship with each member and serve as their contact for all matters related to their pension.
- Assume accountability for member transactions, seeing them through to completion.
Education & Experience
- Completed college diploma or university degree, emphasis in finance or business is an asset.
- Five (5) years of related service experience in the pension/insurance/financial services industry in a team environment.
- Completion of the Registered Retirement Analyst (RRA), Pension Plan Administration Certificate (PPAC), or Certified Employee Benefit Specialist Program (CEBS) is considered an asset.
- Bilingual French is an asset.
What You Bring
- Client‑service oriented with strong analytical and troubleshooting ability.
- Critical thinking and effective conflict resolution skills.
- Strong communication skills (verbal and written), with ability to convey complex information clearly.
- Ability to collaborate with team members to achieve shared goals.
- Strong interpersonal and relationship‑building skills.
- Strong decision‑making skills with sound judgment, prudence, and integrity.
- Excellent time‑management and adaptability to a changing, multi‑tasked environment.
- Logical, detail‑oriented, and analytical skills to understand client matters and take appropriate action.
- Ability to identify service or process opportunities that enhance the member experience.
- Encompass HOOPP’s core values.
- Ability to articulate product knowledge when representing Member Services on projects and initiatives.
Compensation & Benefits
The expected annual base salary range for this role is $58,000 – $91,000 CAD. The actual base salary may vary based on the candidate’s expertise and experience. This role is eligible to participate in discretionary incentive plans subject to the terms and conditions of the applicable plan. Benefits include 100% company‑paid extended health and dental coverage for permanent employees, a world‑class defined benefit pension plan, and optional post‑retirement health and dental benefits subsidized at 50 %.
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Title: Senior Specialist, Member Services
Company: HOOPP (Healthcare of Ontario Pension Plan)
Location: Toronto, Canada
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