Pensions Complex Care Analyst (Hybrid)

Ontario Teachers’ Pension Plan; Toronto; Hybrid; CAD 78,000 - 87,000; Full time

Benefits offered by this job

Competitive compensation

Professional growth

Hybrid work environment

Travel program – work abroad up to a1

Employee discounts Edvantage and Perk​

Job summary

Ontario Teachers’ Pension Plan is hiring multiple Complex Care Analysts to respond to member inquiries and provide accurate information on pensions and benefits. The role emphasizes handling low to mid-complex interactions and developing strategies to prioritize complex cases, including self-service redirection.

You will report to the Manager, Member Experience & Relations, Complex Care, and collaborate with Pension Benefit Support Analysts to ensure timely, compliant service.

Qualifications

• 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.
• 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.
• 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

Mathematical abilities

Analytical skills

Interpersonal skills

Written communication

Verbal communication

Regulatory interpretation

Time management

Education

College/University education

Job description

Ontario Teachers’ Pension Plan is hiring multiple Complex Care Analysts to respond to member inquiries and provide accurate information on pensions and benefits. The role emphasizes handling low to mid-complex interactions and developing strategies to prioritize complex cases, including self-service redirection.

You will report to the Manager, Member Experience & Relations, Complex Care, and collaborate with Pension Benefit Support Analysts to ensure timely, compliant service.