Bilingual Complex Care Analyst — Remote, Growth & Impact

otppb; Toronto; Hybrid; CAD 78,000 - 87,000; Full time

Benefits offered by this job

Base salary with annual incentive

Hybrid work environment

Career growth opportunities

Flexible Travel Program

Edvantage & Perkopolis discounts

Diversity & Inclusion

Job summary

Ontario Teachers' is seeking a Complex Care Analyst to respond to member inquiries and provide accurate information on pensions and benefits. You will manage low to mid-complex interactions while escalating where needed and help steer members toward self-service options.

Reporting to the Manager, Member Experience & Relations, you will work in a collaborative environment with Pension Benefit Support Analysts and other teams.

Qualifications

• Fully bilingual in English and French (spoken and written) is required.
• College/University education.
• Minimum one year of experience in a client service project-based environment preferred.
• Strong mathematical and analytical skills.
• Excellent interpersonal, team building, organizational and pro-active approach skill.
• Ability to make sound judgements and decisions.
• Ability to interpret and apply regulations and instruction into procedures and practice.
• Effective written and verbal communication skills.
• Ability to organize daily work, flexibility, good adaptability to change and capable of completing work within set time limits.

Responsibilities

• Provide timely, accurate and complete range of information relating to all entitlements under programs administered by the Board.
• Process member requests according to client's qualifications for a benefit with the member experience as a primary driver.
• Maintains and applies up-to-date knowledge of current and past legislation, policies and procedures
• Set and meet production goals while maintaining quality standards and defined service levels.
• Use judgement in deciding issues and recommending/taking appropriate action within specific parameters
• Ensure successful completion of tasks and responsibilities
• Monitor progress against personal and team targets and performance measurements
• Maintain a thorough knowledge and understanding of the Member Experience
• Prioritizing and organizing activities to meet standards and objectives
• Excellent interpersonal skills as some telephone contact will be required
• Ability to adapt to and resolve issues as they arise.
• Ability to work in partnership with other Pension Benefit Support Analysts and Member Experience teams
• Other duties as assigned

Skills

Bilingual English/French

Customer service

Analytical skills

Mathematical skills

Interpersonal skills

Decision making

Regulatory interpretation

Organizational skills

Time management

Education

College/University education

Job description

Ontario Teachers' is seeking a Complex Care Analyst to respond to member inquiries and provide accurate information on pensions and benefits. You will manage low to mid-complex interactions while escalating where needed and help steer members toward self-service options.

Reporting to the Manager, Member Experience & Relations, you will work in a collaborative environment with Pension Benefit Support Analysts and other teams.