Sr. Specialist, Employer Services

Hoopp-; Toronto; On-site; CAD 58,000 - 91,000; Full time

Benefits offered by this job

Company-paid extended health & dental

Defined benefit pension plan

Learning & development initiatives

Wellness programs (yoga, meditation, N

Parental leave top-up

Job summary

HOOPP is seeking an Employer Services Senior Specialist to support Ontario employers with educational guidance and issue resolution within the Defined Benefit plan. You will handle inquiries, ensure accuracy, and contribute to service excellence in a fast-paced environment.

You will build strong relationships, participate in training, and collaborate with Regional Managers to optimize data, reporting, and administrative processes for timely, precise outcomes.

Qualifications

• 5 years related service experience in the pension/insurance/financial services industry.
• Strong communication skills, both verbal and written, with clients.
• Ability to work independently and manage competing priorities.
• Customer-focused approach and problem-solving mindset.

Responsibilities

• Provide high-quality service to employers via phone, email, and system tooling.
• Verify information and assist with financial transactions and invoicing.
• Resolve administrative issues and reconcile employer records as needed.
• Build long-term relationships and educate employers on HOOPP policies.
• Support data collection, MDC reporting, and cross-department collaboration.

Skills

Client service orientation

Strong communication

Time management

Team collaboration

Education

College Diploma or University Degree in Finance or Business

Job description

Why you’ll love working here:high-performance, people-focused cultureour 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 selveslearning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growthmembership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement securitycompetitive, 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 seminarsthe opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workersJob 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 emailsDocument, track and process client discussions, concerns or complaints; maintain up to date employer interactions and follow-up as appropriateVerify accuracy and thoroughness of information received from the employers and follow-up as necessarySupport 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 membersBuild 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 proceduresProactively 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 informationProactively ensure employers are aware of changes or significant issues at HOOPP and where necessary provide education and/or trainingParticipate in structured training sessions to increase knowledge related to the Plan and legislationReview information updates provided by Division and/or management to ensure knowledge level remains currentSupport the annual data collection process; educate and train employers on how to complete annual MDC report and ensure data is accurate, clean and verifiedCollaborate 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 managementContribute 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 eventsbeing responsible for managing and processing own workloadperforming additional tasks, within the scope of the position, as requiredremaining current on HOOPP’s programs and services though on-going trainingWhat 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 environmentLogical, detailed and client service orientedStrong communication skills (both verbal and written) and an ability to communicate complex information clearly and at a level appropriate for the clientStrong decision-making skills are required with sound judgement, prudence and integrityAbility to work independently with excellent time management skills; ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environmentWork collaboratively with team (immediate team as well as broader HOOPP team) to achieve shared goalsStrong interpersonal skills and ability to develop and maintain strong relationships with customers/clientsEffective conflict resolution skills that will be used when dealing with both internal and external clientsEncompass HOOPP’s core valuesAbility to effectively identify and address difficult situations with tact and diplomacy. Use analytical skills to understand client matters/issues and take appropriate actionIdentify service or process opportunities that will enhance the client experienceThe expected annual base salary range for this role is: $58,000 - $91,000 CADThe 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.