Sr. Specialist, Employer Services (18 Month Contract)

• 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).
• 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

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