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About the Role
The Member Services Specialist is the primary point of contact for HOOPP members, providing accurate and timely information about their pension benefits and assisting them through personal life events. This role involves responding to queries, processing transactions, and ensuring member inquiries are addressed promptly.
Responsibilities
- Provide relevant, prompt, and accurate information to members via phone, secure e-mail, mail, and fax.
- Build and maintain professional relationships with members by managing requests and educating them on various options.
- Process event-related transactions such as retirement, terminations, and buybacks.
- Review member files, clarify information, and follow up on expected or outstanding member-related information.
- Maintain member files and update contact information.
- Work collaboratively with team members and other departments.
- Take accountability for member transactions through to completion.
- Consult with internal business partners on complex issues and escalate as appropriate.
- Manage the member experience by monitoring and proactively following up on outstanding inquiries.
- Educate members about the value of HOOPP and advocate for the defined benefits pension.
- Maintain accuracy rates and conduct quality verification according to department standards.
- Contribute to outstanding service delivery as a team player.
- Integrate and train new staff members.
- Participate in team meetings, training, and events.
- Process own workload and support other areas in Client Services when needed.
- Perform additional tasks within the scope of the position as required.
- Remain current on HOOPP's programs and services through ongoing training.
Requirements
- 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.
- Completion of Pension Plan Administration Certificate (PPAC) and Certified Employee Benefit Specialist Program (CEBS) are considered an asset.
- Bilingual (French) an asset.
- Client service oriented.
- Encompass all HOOPP's core values.
- Strong communication skills (both verbal and written) and an ability to communicate complex information clearly and at a level appropriate for the client.
- Ability to work collaboratively with team members to achieve shared goals.
- Strong interpersonal, relationship-building skills.
- Strong decision-making skills with sound judgement, prudence and integrity.
- Effective conflict resolution skills for internal and external clients.
- Excellent time management skills: ability to plan, prioritize workload, and adapt to a changing multi-tasked environment.
- Logical and detailed oriented.
- 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.
Skills
- Client service
- Communication (verbal and written)
- Collaboration
- Interpersonal skills
- Relationship-building
- Decision-making
- Conflict resolution
- Time management
- Adaptability
- Analytical skills
- Tact and diplomacy
Location
- Ontario
Work Type
- Full-time
Experience Level
- 5 years related service experience
Education Level
- College Diploma or University Degree
- Pension Plan Administration Certificate (PPAC) an asset
- Certified Employee Benefit Specialist Program (CEBS) an asset
Salary/Compensations
- $52,400 - $75,000 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%
- Yoga classes
- Meditation workshops
- Nutritional consultations
- Wellness seminars
- Membership in HOOPP’s defined benefit pension plan
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.
- HOOPP offers learning and development initiatives, including workshops, Speaker Series events, and access to LinkedIn Learning.
Equal Opportunity
- 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.