Senior Employer Services Advisor

HOOPP (Healthcare of Ontario Pension Plan); Toronto; On-site; CAD 58,000 - 91,000; Full time

Benefits offered by this job

World-class pension plan

100% company-paid extended health and

Dental benefits

Learning & development

Wellness programs

Diversity & inclusion

Job summary

HOOPP is seeking an Employer Services Senior Specialist in Toronto to deliver high-quality service to employer inquiries via phone, email, and Teams. You will educate employers on HOOPP plan details, manage documentation, and maintain strong relationships while resolving issues efficiently.

Join a team that emphasizes equity, growth, and a strong defined-benefit pension culture for Ontario healthcare workers. The role offers a solid salary range and employee benefits.

Qualifications

• Completed College Diploma or University Degree (emphasis in Finance or business an asset).
• 5 years related service experience in the pension/insurance/financial services industry in a team environment.
• Logical, detailed and client service oriented.
• Strong communication skills (both verbal and written) and an ability to communicate complex information clearly and at a level appropriate for the client.
• Strong decision-making skills are required with sound judgement, prudence and integrity.
• Ability to work independently with excellent time management skills; ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment.
• Work collaboratively with team to achieve shared goals.
• Strong interpersonal skills and ability to develop and maintain strong relationships with customers/clients.
• Effective conflict resolution skills that will be used when dealing with both internal and external clients.
• Encompass HOOPP’s core values.
• Ability to effectively identify and address difficult situations with tact and diplomacy; use analytical skills to understand client matters/issues.

Responsibilities

• As a frontline service provider, deliver high-quality service to assigned employers via phone, secure email, Teams, and outlook.
• Document and track client discussions; maintain up-to-date employer interactions and follow-up.
• Verify accuracy of information from employers and follow up as needed.
• Support employers in financial transactions and follow up on outstanding invoices.
• Resolve administrative issues by researching records and providing solutions with minimal impact to members.
• Build and maintain professional relationships with employers; explain HOOPP plan text and policies.
• Monitor outstanding inquiries and ensure timely resolution per SLAs.
• Educate employers on changes or issues at HOOPP; provide training when needed.
• Participate in structured training to increase knowledge of the Plan and legislation.
• Assist with annual data collection; train employers on MDC reports and data accuracy.
• Collaborate with Regional Managers and HOOPP teams to optimize service delivery.
• Contribute to Client Services’ objective of outstanding service; participate in meetings and manage own workload.
• Remain current on HOOPP programs and services through ongoing training.

Skills

5 years related service experience

Strong communication skills

Strong decision-making skills

Independent with time management

Team collaboration

Interpersonal skills

Conflict resolution

Customer service orientation

Core values alignment

Analytical skills

Education

Completed College Diploma or University Degree in Finance or business asset

Job description

HOOPP is seeking an Employer Services Senior Specialist in Toronto to deliver high-quality service to employer inquiries via phone, email, and Teams. You will educate employers on HOOPP plan details, manage documentation, and maintain strong relationships while resolving issues efficiently.

Join a team that emphasizes equity, growth, and a strong defined-benefit pension culture for Ontario healthcare workers. The role offers a solid salary range and employee benefits.