Pensions & Benefits Care Specialist

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

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.