Complex Care Analyst - 12-month contract

Ontario Teachers' Pension Plan; Toronto; On-site; CAD 78,000 - 87,000; Full time

Benefits offered by this job

Competitive compensation

Growth & development opportunities

Hybrid work environment

Flexible travel program

Job summary

Ontario Teachers' Pension Plan is hiring a Complex Care Analyst to respond to member inquiries and provide accurate information on pensions and benefits. Join a team focused on reducing routine interactions by guiding members to self-service and prioritizing complex care needs.

The role emphasizes strong customer service, analytical thinking, and collaboration with the Member Experience teams, with a hybrid in-office/remote work setup in Canada.

Qualifications

• Experience in a client service project-based environment preferred.
• Strong mathematical and analytical abilities.
• Excellent interpersonal, team-building, organizational and proactive approach.
• Ability to make sound judgments and decisions.
• Effective written and verbal communication skills.
• Ability to organize daily work and adapt to change within set time limits.

Responsibilities

• Provide timely, accurate information relating to entitlements under programs administered by the Board.
• Process member requests according to client qualifications for a benefit with the member experience as a primary driver.
• Maintain 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 taking appropriate action within parameters.
• Monitor progress against personal and team targets and performance measures.
• Maintain knowledge of the Member Experience.
• Prioritize and organize activities to meet standards and objectives.
• Collaborate with Pension Benefit Support Analysts and Member Experience teams.

Skills

Customer service

Analytical skills

Interpersonal skills

Communication skills

Judgement & decision making

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'.

Functional Areas: Member Services

Vacancy: Current Requisition ID: 7264 #LI-RM1 At Ontario Teachers, we know that our Talent are our greatest strength – every innovation, every idea and every win has been powered by our people. We offer a work experience that inspires, encourages talent development, celebrates diversity and rewards superior performance. The best and brightest not only come here – they stay. Help us continue to deliver outstanding service and retirement security to our members and be the world’s leading pension plan.

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. To learn more about how Teachers’ uses AI with your personal information, please visit our Privacy Centre.