Sr. Specialist, Employer Services Job at Healthcare of Ontario Pension Plan (HOOPP)
Why you’ll love working here:
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high-performance, people-focused culture
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our commitment that equity, diversity and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
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learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth
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competitive, 100% company-paid extended health and dental benefits for permanent employees with recent additions to promote inclusive coverage to a diverse employee population. These recent additions include gender affirmation and fertility drug and treatment coverage
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membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security
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access to an annual wellness reimbursement program for health and wellness-related expenses for permanent employees
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virtual fitness, yoga and meditation classes, nutritional consultations and wellness seminars
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we offer a hybrid flexible work model that embraces remote work in Ontario for eligible roles
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the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers
Job Summary:
The Employer Services team within Client Services ensures that HOOPP employers receive excellent service by responding to their questions and concerns, providing accurate and timely information and education about the Plan, helping employers resolve issues and complete their day-to-day HOOPP administrative activities. The Employer Services Specialist works closely with the Regional Managers and is assigned a group of employers for whom they are responsible to support. The servicing of HOOPP’s Employers includes responding to queries, providing education and/or training and following up on outstanding documents or member related information. The Employer Services Specialist will actively monitor their phone and work queues to ensure incoming phone calls and tasks are addressed within the established service standards. They will channel information, as required, to and from other business units within HOOPP as it relates to employer activities.
What you will do:
As a frontline service provider, provide high-quality service to assigned employers by responding effectively to questions, issues and problems. Service delivery channels include phone, secure e-mail, mail and fax.
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Document, track and process client discussions, concerns or complaints; maintain up to date employer interactions and follow-up as appropriate
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Verify accuracy and thoroughness of information received from the Employers and follow-up as necessary
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Resolve employer issues by performing research which may include reconciliation of employer accounts
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Ensure the completion of corrections and solutions to errors, problems and business needs for Employers
Build and maintain professional long-term relationships with assigned Employers by responding to inquiries, proactively managing expectations, discussing working relationship, advising them of new product features and ensuring they understand HOOPP’s procedures.
Proactively monitor, control and minimize outstanding Employer inquiries including reaching out to the Employer for clarification and following up to ensure timely resolution in accordance with service level guidelines regarding expected or outstanding information.
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Proactively ensure Employers are aware of changes or significant issues at HOOPP and where necessary provide education and/or training
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Communicate with Employers to prevent errors and ensure all relevant parties (internally & externally) are current and informed on issues
Maintain detailed knowledge of Plan, administrative practices and processes.
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Participate in structured training sessions to increase knowledge related to the Plan and legislation
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Review information updates provided by management to ensure knowledge level remains current
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Regularly review plan text, administrative guide, and internal policies and procedures to ensure compliance; Interact with other Plan Operations staff to expand knowledge and understanding of Plan and processes
Support Employers in resolving issues related to financial transactions including the allocation of funds received by HOOPP. Follow up with Employers who have outstanding or late invoices. Support the annual data collection process; educate and train Employers on how to complete annual MDC report and ensure data is clean and verified. Contribute to work systems and/or process improvements; including identifying barriers and providing input towards solutions, identifying trends and patterns of issues and escalate as appropriate to the Regional Manager and/or Employer Services Manager. Collaborate and partner with Regional Managers and other supporting departments within Plan Operations and HOOPP (eg: Finance) to optimize case management and service delivery to our Employers and Members. Consult with internal business partners about sensitive and complex issues and escalate issues for resolution as appropriate. Contribute to Client Services’ objective of providing outstanding, quality service to Employers while functioning as an effective team player. This includes, but is not limited to:
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integrating and training new staff at Employers
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participating in team meetings, training, and events
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being responsible for managing and processing own workload
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performing additional tasks, within the scope of the position, as required
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remaining current on HOOPP’s programs and services though on-going training
Who you are:
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Completed College Diploma or University Degree (emphasis in Finance or business an asset)
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5 years related service experience in the pension/insurance/financial services industry in a team environment
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Client service oriented
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Encompass HOOPP’s core values
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Strong communication skills (both verbal and written) and an ability to communicate complex information clearly and at a level appropriate for the client
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Strong decision-making skills are required with sound judgement, prudence and integrity
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Ability to work independently with excellent time management skills; ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment
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Work collaboratively with team (immediate team as well as Plan Operations) to achieve shared goals
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Strong interpersonal skills and ability to develop and maintain strong relationships with customers/clients
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Effective conflict resolution skills that will be used when dealing with both internal and external clients
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Logical and detailed oriented
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Ability to effectively identify and address difficult situations with tact and diplomacy. Use analytical skills to understand client matters/issues and take appropriate action
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Identify service or process opportunities that will enhance the client experience
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