Complex Care Analyst - 12-month contract

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

Benefits offered by this job

Hybrid work environment

Future growth opportunities

Flexible travel program

Employee discounts Edvantage & Perkop—

Job summary

Ontario Teachers' is hiring a Complex Care Analyst to respond to member inquiries and provide accurate information on pensions and benefits. The role demands handling low to mid-complex interactions, while developing knowledge and customer service skills and prioritizing complex or high-impact cases.

The analyst will work with the Manager, Member Experience & Relations, Complex Care, and collaborate with Pension Benefit Support Analysts to ensure compliant, timely support and proactive

Qualifications

• College/University education required.
• Minimum one year of client service experience.
• Strong mathematical and analytical skills.
• Excellent interpersonal and organizational abilities.
• Ability to interpret regulations and apply instructions.
• Good written and verbal communication skills.
• Flexible and able to meet deadlines.

Responsibilities

• Provide timely, accurate information on all entitlements under programs administered by the Board.
• Process member requests according to qualifications with member experience as a driver.
• Maintain up-to-date knowledge of legislation, policies and procedures.
• Set and meet production goals while maintaining service levels.
• Monitor progress against targets and performance metrics.
• Collaborate with Pension Benefit Support Analysts and Member Experience teams.
• Other duties as assigned.

Skills

Customer service

Analytical skills

Interpersonal skills

Decision making

Regulatory interpretation

Education

College/University education

Job description

Hiring for multiple positions

The opportunity

The Complex Care Analyst is responsible for responding to member inquiries, and providing accurate and timely information on pensions and other benefits administered by the Board. As a Complex Care Analyst, develop foundational knowledge and customer service skills while managing low to mid-complexity interactions and straightforward questions. They are also expected to activate complex care strategies (i.e. reduce routine interactions to ensure that assisted service capacity is prioritized for complex and high-impact member scenarios) through recognizing patterns in non-complex interactions and offer ideas to proactively reduce their occurrence-either by improving redirection to self-service or by enhancing how well they are contained within self-service channels.

Who you'll work with

The Complex Care Analyst will be reporting to the Manager, Member Experience & Relations, Complex Care.

What you'll do

• 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

What you'll need

• 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.

What we're offering

This position is eligible for base salary and annual incentive based on individual and enterprise performance.

Base Salary starting at $77,900 with future opportunity of up to $87,100. Competitive compensation

• Numerous opportunities for professional growth and development
• A flexible work environment combining in office collaboration and remote working
• Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year
• Employee discount programs including Edvantage and Perkopolis

At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.

Accommodations are available upon request ([e-mail]) for candidates with a disability taking part in the recruitment process and once hired.

Candidates must be legally entitled to work in the country where this role is located.

Ontario Teachers' may use AI-based tools to assist in screening and assessing applicants for this position. These tools may help us identify candidates whose skills and experience align with Ontario Teachers' objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making.

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