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About the Role

This position serves as the first point of contact for the internal advisory and education team, connecting with members to address inquiries about OMA Insurance products and services. You will handle daily member queries, investigate and resolve escalations with insurance partners, and support business development and outreach activities.

Responsibilities

• Respond to inquiries regarding OMA Insurance products and services.
• Investigate and resolve member concerns, service issues, and escalations by collaborating with internal teams and external insurance partners.
• Guide members through insurance-related processes and assist them in navigating online portals and digital tools.
• Communicate clearly and professionally to ensure members receive timely and accurate information.
• Educate members on the value of their insurance coverage and available options.
• Help members understand their benefits and identify solutions that support their changing needs.
• Contribute to member retention efforts by delivering personalized service.
• Support OMA Insurance Advisors by coordinating outreach activities and assisting with service-related requests.
• Ensure advisors have the information and support required to deliver exceptional member experiences.
• Facilitate business development initiatives and member engagement activities.
• Accurately document member interactions, service requests, complaints, and resolutions within Salesforce.
• Adhere to established service standards and Service Level Agreements.
• Maintain high levels of accuracy, attention to detail, and professionalism in all interactions.
• Act as a proud ambassador of OMA Insurance and the Ontario Medical Association.

Requirements

• Minimum four to five years of relevant customer service experience, preferably within the insurance or financial services industry.
• Experience supporting clients, advisors, or sales teams in a service-oriented environment.
• Solid foundation in life, disability, group benefits, individual insurance, and retirement products, with a strong customer service focus.
• Working knowledge of Salesforce CRM, Microsoft 365 Office Suite, and AI tools such as Microsoft Copilot.
• Experience handling complex member inquiries related to group health, dental, life insurance, retirement products, and other services offered through OMA Insurance.
• Ability to perform customer service and administrative duties related to insurance and retirement products with a high degree of accuracy and attention to detail.
• Experience supporting Advisors through client service, administrative, and business support activities.
• Demonstrated ability to work effectively in a fast-paced sales and service environment.
• Background in wealth management, investments, insurance, property and casualty insurance, or individual life insurance is considered an asset.
• Strong verbal and written communication, and problem-solving skills.

Skills

• Salesforce CRM
• Microsoft 365 Office Suite
• Microsoft Copilot
• Customer service
• Problem-solving
• Verbal communication
• Written communication

Location

• Toronto

Work Type

• Hybrid

Experience Level

• 4-5 years relevant customer service experience

Education Level

• Community College Diploma in Business Administration or equivalent

Salary/Compensations

• $54,965 - $58,400

Benefits

• Pension plan
• Bonus program
• Exceptional group benefits package
• Spending account
• Robust wellness program
• Paid professional development
• Continuous in-house learning

About the Company

• The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients.
• The OMA aims to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, new ideas, solutions, and opportunities to improve.
• Recognized as one of Greater Toronto’s Top Employers for six consecutive years.

Equal Opportunity

• The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.
• In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.