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About the Role
The Complex Care Analyst is responsible for responding to member inquiries, providing accurate and timely information on pensions and other benefits, and developing foundational knowledge and customer service skills. This role involves managing low to mid-complexity interactions and straightforward questions, while also activating complex care strategies to reduce routine interactions and prioritize assisted service capacity for complex scenarios.
Responsibilities
- Provide timely, accurate, and complete information relating to all entitlements under programs administered by the Board.
- Process member requests according to client qualifications for a benefit, with member experience as a primary driver.
- Maintain and apply up-to-date knowledge of current and past legislation, policies, and procedures.
- Set and meet production goals while maintaining quality standards and defined service levels.
- Use judgment in deciding issues and recommending/taking appropriate action within specific parameters.
- Ensure successful completion of tasks and responsibilities.
- Monitor progress against personal and team targets and performance measurements.
- Maintain a thorough knowledge and understanding of the Member Experience.
- Prioritize and organize activities to meet standards and objectives.
- Adapt to and resolve issues as they arise.
- Work in partnership with other Pension Benefit Support Analysts and Member Experience teams.
- Perform other duties as assigned.
Requirements
- Fully bilingual in English and French (spoken and written) is required.
- College/University education.
- Minimum one year of experience in a client service project-based environment preferred.
- Strong mathematical and analytical skills.
- Excellent interpersonal, team building, organizational, and pro-active approach skills.
- Ability to make sound judgments and decisions.
- Ability to interpret and apply regulations and instructions into procedures and practice.
- Effective written and verbal communication skills.
- Ability to organize daily work, flexibility, good adaptability to change, and capability of completing work within set time limits.
- Candidates must be legally entitled to work in the country where this role is located.
Skills
- Customer service
- Interpersonal skills
- Mathematical skills
- Analytical skills
- Team building skills
- Organizational skills
- Pro-active approach
- Judgment and decision-making
- Communication skills (written and verbal)
- Adaptability
- Flexibility
Location
- Remote
- In office
Work Type
- Hybrid
- Full-time
Experience Level
- Minimum one year of experience in a client service project-based environment preferred
Education Level
- College/University education
Salary/Compensations
- Base Salary starting at $77,900 with future opportunity of up to $87,100.
Benefits
- Competitive compensation
- Numerous opportunities for professional growth and development
- A flexible work environment combining in office collaboration and remote working
- Flexible Travel Program (option to work abroad in another region/country for up to a month each year)
- Employee discount programs including Edvantage and Perkopolis
- Accommodations available upon request for candidates with a disability
About the Company
- At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.
Equal Opportunity
- Ontario Teachers’ may use AI-based tools to assist in screening and assessing applicants for this position. These tools may help us identify candidates whose skills and experience align with Ontario Teachers’ objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making.