Sr. Specialist, Employer Services

Healthcare of Ontario Pension Plan Trust Fund Company; Toronto; On-site; CAD 58,000 - 91,000; Full time

Benefits offered by this job

Pension plan membership

Company-paid benefits (extended health

Dental benefits

Mental health support benefits

Wellness programs

Retail wellness and retirement perks

Job summary

Healthcare of Ontario Pension Plan (HOOPP) invites you to join our Employer Services team in Client Services. You will respond to employer inquiries, educate on the HOOPP Plan, and help resolve issues with accuracy and timely follow-up.

The Senior Specialist works with Regional Managers to support a group of employers and manage day-to-day HOOPP administration. We value equity and inclusion and offer a competitive salary range, ongoing training, and opportunities to grow within a

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 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 relationships with customers/clients.
• Effective conflict resolution skills to handle internal and external clients.

Responsibilities

• As a frontline service provider, provide high-quality service to assigned employers by responding effectively to questions, issues and problems.
• Service delivery channels include phone, secure email, Microsoft Teams and outlook emails.
• Document, track and process client discussions, concerns or complaints; maintain up to date employer interactions and follow-up as appropriate.
• Verify accuracy and thoroughness of information received from the employers and follow-up as necessary.
• Support employers in their financial transactions in the allocation of funds received by HOOPP and follow up on outstanding invoices.
• Resolve employer administrative issues by researching employer records and providing solutions, with minimal negative impact to members.
• Build and maintain long-term relationships with assigned employers by managing inquiries and explaining HOOPP policies.
• Monitor outstanding employer inquiries and follow up to ensure timely resolution.
• Educate employers on changes or significant issues at HOOPP and provide training when needed.
• Participate in training sessions to increase knowledge related to the Plan and legislation.
• Assist with annual data collection and MDC reporting to ensure data is accurate.

Skills

Customer service

Communication skills

Time management

Multitasking

Team collaboration

Conflict resolution

Interpersonal skills

Analytical skills

Decision making

Integrity

Education

College Diploma or University Degree

Job description

Why you'll love working here:

high-performance, people-focused culture, our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees' career growth membership in HOOPP's world class defined benefit pension plan, which can serve as an important part of your retirement security competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).

• membership in HOOPP's world class defined benefit pension plan, which can serve as an important part of your retirement security
• competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account)
• optional post-retirement health and dental benefits subsidized at 50%
• yoga classes, meditation workshops, nutritional consultations, and wellness seminars
• the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers

our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success.

Job Summary:

The Employer Services team within Client Services ensures that HOOPP employers receive excellent service by responding to their inquiries and issues, providing accurate and timely information and education about the Plan, helping employers resolve issues and complete their day-to-day HOOPP administrative activities. The Employer Services Senior Specialist works closely with the Regional Managers and is assigned a group of employers for whom they are responsible to support. The servicing of HOOPP’s employers includes responding to queries, providing education and/or training and following up on outstanding documents or member related information. The Employer Services Senior Specialist will actively monitor their phone and work queues to ensure incoming phone calls and cases are addressed within the established service standards.

What you will do:

• As a frontline service provider, provide high-quality service to assigned employers by responding effectively to questions, issues and problems.
• Service delivery channels include phone, secure email, Microsoft Teams and outlook emails
• Document, track and process client discussions, concerns or complaints; maintain up to date employer interactions and follow-up as appropriate
• Verify accuracy and thoroughness of information received from the employers and follow-up as necessary
• Support employers in their financial transactions in the allocation of funds received by HOOPP as well as following up with employers who have outstanding or late invoices.
• Resolve employer administrative issues by performing research which may include employer records reconciliation as well as providing solutions to issues, the completion of corrections while ensuring minimal negative impact to our members
• Build and maintain professional long-term relationships with assigned employers by responding to inquiries, proactively managing expectations, discussing working relationship, advising them of features and ensuring they understand HOOPP’s plan text and administrative policies and procedures
• Proactively monitor, control and minimize outstanding employer inquiries including reaching out to the employer for clarification and following up to ensure timely resolution in accordance with service level guidelines regarding expected or outstanding information
• Proactively ensure employers are aware of changes or significant issues at HOOPP and where necessary provide education and/or training
• Participate in structured training sessions to increase knowledge related to the Plan and legislation
• Review information updates provided by Division and/or management to ensure knowledge level remains current
• Support the annual data collection process; educate and train employers on how to complete annual MDC report and ensure data is accurate, clean and verified
• Collaborate and partner with Regional Managers and other supporting departments within Plan Operations and HOOPP to optimize service delivery to our employers and members and case management
• Contribute to Client Services’ objective of providing outstanding, quality service to Employers while functioning as an effective team player. This includes, but is not limited to: participating in team meetings, training, and events being responsible for managing and processing own workload performing additional tasks, within the scope of the position, as required remaining current on HOOPP’s programs and services though on-going training

What you bring:

• 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 (immediate team as well as broader HOOPP 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 and take appropriate action
• Identify service or process opportunities that will enhance the client experience

The expected annual base salary range for this role is: $58,000 - $91,000 CAD The actual base salary offered to the successful candidate may vary based on multiple factors including, but not limited to, individual's expertise and level of experience applicable to the role they are being offered. This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text. This job is for an existing vacancy. HOOPP may use artificial intelligence tools to assist in screening, assessing and selecting applicants for this position. These tools support our recruitment process but do not replace human judgment and decision-making.

About HOOPP

Founded in 1960 by the Ontario Hospital Association, the Healthcare of Ontario Pension Plan (HOOPP) is one of Canada’s strongest and most stable defined benefit pension plans. For over 65 years, HOOPP has delivered on its pension promise to Ontario’s healthcare workers, now serving more than 504,000 members and 870 employers across the province. With offices in Toronto and London, HOOPP manages a global, diversified multi-asset portfolio. One of Canada’s Maple 8 pension plans, HOOPP oversees $132 billion in assets and remains fully funded, supported by strong risk-adjusted returns, stable contribution rates for more than 20 years and independent governance. Our strength is powered by our people who bring HOOPP’s mission, vision and values to life and play a crucial role in helping us succeed. We are a purpose-driven organization committed to building an equitable, diverse and inclusive workplace where different perspectives drive better outcomes. We look for talented, forward-thinking individuals who want their work to have real impact on the lives of others.

We believe an equitable, diverse and inclusive (EDI) workplace is integral to cultivating a positive culture.

We integrate fair and inclusive practices into our programs and processes, creating equal opportunity and establishing a consistent employee experience across our organization.

If you need accommodation at any point in our recruitment process, please advise your recruiter or email us [e-mail] we will be happy to consult with you so that arrangements can be made for reasonable accommodation.