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About the Role
The Employer Services Senior Specialist works closely with Regional Managers to provide excellent service to a dedicated group of HOOPP employers. This role involves responding to inquiries, providing education and training, and ensuring timely resolution of issues and administrative tasks related to the HOOPP plan.
Responsibilities
- Provide high-quality service to assigned employers by responding effectively to questions, issues, and problems via phone, secure email, Microsoft Teams, and Outlook emails.
- Document, track, and process client discussions, concerns, or complaints, maintaining up-to-date employer interaction records.
- Verify the accuracy and thoroughness of information received from employers and follow up as necessary.
- Support employers in financial transactions, including the allocation of funds and following up on outstanding or late invoices.
- Resolve employer administrative issues by performing research, reconciling records, and providing solutions with minimal negative impact to members.
- Build and maintain professional, long-term relationships with assigned employers by managing expectations and ensuring understanding of HOOPP's plan text and administrative policies.
- Proactively monitor and minimize outstanding employer inquiries, reaching out for clarification and following up to ensure timely resolution.
- Ensure employers are aware of changes or significant issues at HOOPP, providing education and/or training as needed.
- Participate in structured training sessions to enhance knowledge of the Plan and legislation.
- Review information updates to maintain current knowledge of HOOPP's programs and services.
- Support the annual data collection process, educating and training employers on completing the MDC report and ensuring data accuracy.
- Collaborate with Regional Managers and other departments to optimize service delivery and case management.
- Contribute to outstanding service delivery as an effective team player, including participating in team meetings and managing personal workload.
Requirements
- Completed College Diploma or University Degree (emphasis in Finance or business an asset).
- 5 years of related service experience in the pension/insurance/financial services industry within a team environment.
- Logical, detailed, and client service oriented.
- Strong communication skills (verbal and written) with the ability to convey complex information clearly and appropriately for the client.
- Strong decision-making skills with sound judgment, prudence, and integrity.
- Ability to work independently with excellent time management skills, including planning, prioritizing workload, and adapting to a changing, multi-tasked environment.
- Ability to work collaboratively with the immediate team and the broader HOOPP team to achieve shared goals.
- Strong interpersonal skills and the ability to develop and maintain strong relationships with customers/clients.
- Effective conflict resolution skills for dealing with 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 to enhance the client experience.
Skills
- Client service
- Communication (verbal and written)
- Decision-making
- Time management
- Workload prioritization
- Adaptability
- Collaboration
- Interpersonal skills
- Relationship building
- Conflict resolution
- Analytical skills
- Tact and diplomacy
Location
- Remote
Work Type
- Full-time
Experience Level
- 5 years related service experience
Education Level
- College Diploma or University Degree
Salary/Compensations
- $58,000 - $91,000 CAD
Benefits
- Competitive, 100% company-paid extended health and dental benefits for permanent employees
- Coverage supporting diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, health spending account)
- Optional post-retirement health and dental benefits subsidized at 50%
- Membership in HOOPP’s defined benefit pension plan
- Yoga classes
- Meditation workshops
- Nutritional consultations
- Wellness seminars
About the Company
- HOOPP is committed to providing a financially secure retirement for Ontario healthcare workers.
- HOOPP fosters a high-performance, people-focused culture.
- HOOPP is committed to equity, diversity, and inclusion.
Equal Opportunity
- 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.