Benefits Services Representative - Call Centre (6-month Contract)

Ontario Teachers Insurance Plan; Waterloo; On-site; CAD 45,000 - 55,000; Full time

Job summary

Join a leading benefits services company as a Benefits Services Representative. In this role, you'll handle inquiries, educate members, and ensure high customer satisfaction. The position offers a rewarding salary, comprehensive benefits, and opportunities for career advancement.

Benefits

Rewarding salary and bonuses

100% premium coverage for group benefits

Defined benefit pension plan

100% coverage of continuing education fees

Access to learning resources

Flexible work-from-home options

Opportunities for career advancement

Stay bonus upon contract completion

Qualifications

• Minimum 1 year experience in group health, dental, and travel insurance.
• Experience in a call centre environment.

Responsibilities

• Handle incoming telephone inquiries in a call centre.
• Provide benefits information and resolve member concerns.
• Educate members about products and services.

Skills

Communication

Customer Service

Time Management

Education

Post-secondary school diploma

Insurance-related courses (LOMA, HIAA, CEBS)

Tools

Microsoft Office Suite

Job description

Benefits Services Representative - Call Centre (6-month Contract)

• Full-time
• Department : Benefits Services-Call Centre

Who We Are

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization : they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You’ll Do :

Reporting to the Assistant Manager, Benefits Services, you’ll be responsible for handling incoming telephone inquiries within a call centre environment for all lines of group and individual life and health benefits. This involves providing benefits information, resolving member concerns, and providing navigational support for our web and mobile app.

The core parts of your role will be to :

• Assist members with online registration and navigation for our web portal and mobile app.
• Educate members about OTIP’s products and services to ensure members’ needs are being fully met by OTIP.
• Provide timely and accurate information in response to incoming telephone inquiries using an automated telephone system, computer applications, training material, and other applicable resources.
• Resolve member complaints regarding coverage, claims, and service, and document outcomes for future reference. This includes clarifying members’ complaints, investigating the problem, developing solutions, making recommendations to management, and following up to ensure resolution.
• Work with the carrier to process claim adjustment requests, cheque stop-payments, and reissues related to claims adjudication issues, ensuring decisions are made on a timely basis. Identify trends in claim adjudication errors and problems.
• Respond to member email inquiries from the department’s email queue within specified turnaround times.
• Provide information in response to inquiries from members and other departments regarding coverage, effective dates, and outstanding information.
• Ensure a high level of customer satisfaction through effective support and excellent customer service by providing quick and accurate service in a professional manner.
• Draft letters and prepare responses to routine correspondence, adhering to established standards.
• Apply proper contractual provisions in accordance with related contracts and carrier requirements to determine member eligibility for requested benefits.
• Issue member confirmation notices in response to inquiries and print necessary documents.
• Maintain historical records by filing documents and records of insurance transactions, amendments, etc.
• Maintain a comprehensive log and review problem situations with management as required.
• Keep information confidential to protect operations.
• Perform other duties within competence, as assigned.

Let’s Talk About You :

This is the unique blend of skills and experience we would love to see in an ideal candidate :

• A post-secondary school diploma.
• A minimum of one year’s post-secondary training in insurance-related courses such as LOMA, HIAA, or CEBS.
• A minimum of one year’s experience in group health, dental, and travel insurance.
• A minimum of one year’s experience in a call centre environment.
• Strong knowledge of group health, dental, and travel insurance, as well as contracts and benefits.
• The demonstrated ability to provide outstanding service accurately and efficiently.
• Exceptional communication skills and the ability to deal effectively with all levels of stakeholders.
• Superior time management and organizational skills to manage priorities.
• Intermediate knowledge of Microsoft Office Suite applications.
• Ability to communicate in French is considered an asset.

We also consider your potential. If you believe you have what it takes to do the job, even if your experience doesn’t exactly match the qualifications, we encourage you to apply and tell us why you would be a great fit.

Some of the Perks We Offer :

We offer industry-leading pension and benefits, total reward programs, and comprehensive mental wellness supports. Here are some reasons you’ll love working here :

• Rewarding salary and bonuses that value your dedication
• Group benefits with 100% premium coverage (excluding LTD) starting on day one
• Defined benefit pension plan for a confident retirement
• 100% coverage of continuing education and licensing fees (including RIBO courses in Ontario)
• Access to learning resources, including LinkedIn Learning
• Flexible work-from-home and hybrid options
• Opportunities for career advancement
• A stay bonus upon successful completion of the 6-month contract.

Let’s work together! If interested, please apply online .

OTIP and its group of companies are committed to creating an accessible, inclusive environment. We will accommodate individuals with disabilities upon request.

We value diversity and are an equal opportunity employer. Only shortlisted candidates will be contacted.

J-18808-Ljbffr

Create a job alert for this search

Call Centre Representative • Waterloo, Region of Waterloo, Canada