Senior Specialist, Member Services

Why you’ll love working here:

• 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 Member Services team within Plan Operations provides excellent service to HOOPP members, by providing education and guidance on the value of the plan, responding to enquiries, and helping to solve issues related to their pension. Within the Member Services team, the Senior Specialist possesses a deep level of knowledge and acts as a subject matter expert to troubleshoot complex cases/scenarios. They are called upon to work with other business units within Plan Operations to bring product knowledge, awareness and understanding to various projects/initiatives on behalf of the Member Services team.

The Senior Specialist Member Services is a front-line service provider, providing members with accurate, relevant and timely information about their pension benefits and assisting members through personal life events. The servicing of HOOPP’s members includes educating members on the value of their HOOPP pension, responding to queries, processing event transactions, following up on expected or outstanding member-related information and ensuring that incoming and outgoing calls and work are addressed in a timely manner.

What you will do:

• As a front-line service provider, provide relevant, prompt and accurate information in a professional and courteous manner. Build and maintain professional relationships with members by managing requests and educating members on various options to assist with decision-making.
• Consistently focused on service delivery and providing pension education and guidance, so members understand the value of the plan.
• Act as a “go-to” resource within the team for more complex questions and issues.

Manage the member experience by monitoring outstanding member inquiries and proactively following up to ensure timely resolution. Work with other business units within Plan Operations to help identify and assess the impacts of issues and/or enhanced functionality; raise awareness related to their areas of expertise on behalf of Member t Services.

Communicate clearly and effectively across stakeholders; serve as a resource of subject matter expertise for Member Services. Maintain accuracy rates and conduct quality verification as defined in department standards. Contribute to Member t Services’ objective of providing education and guidance to members while functioning as an effective team player. This includes, but is not limited to:

• participating in team meetings, training, and events
• being responsible for processing one's own workload
• representing Member Services on projects/initiatives as a subject matter expert
• When required, supporting other areas in Member Services to collectively ensure that there is sufficient coverage to handle member inquiries
• performing additional tasks, within the scope of the position, as required
• remaining current on Member Services initiatives and services though on-going training
• integrating and training new staff members

Process event-related transactions (e.g. retirement, terminations, buybacks, etc.). This includes:

• Reviewing all aspects of a member’s incoming file, including reaching out to the member for clarity/questions
• Being proactive with respect to keeping a member’s file up to date
• Following up with members, in accordance with service level guidelines, regarding expected or outstanding information
• Building a trusted relationship with the member and being their HOOPP contact
• Assuming accountability for member transactions, seeing the transaction through to completion

What you bring:

• Completed College Diploma or University Degree (emphasis in Finance or business an asset).
• Five (5) years of related service experience in the pension/insurance/financial services industry in a team environment.
• Completion of the Registered Retirement Analyst (RRA), Pension Plan Administration Certificate (PPAC) and Certified Employee Benefit Specialist Program (CEBS) are considered an asset.
• Bilingual (French) is an asset.
• Client service-oriented
• Strong analytical skills; effective troubleshooting ability
• Critical thinking
• Encompass HOOPP’s core values
• Strong communication skills (both verbal and written); ability to communicate complex information clearly and at a level appropriate for the client; ability to articulate product knowledge and expertise when representing Member Services on projects and initiatives
• Work collaboratively with team members to achieve shared goals
• Strong interpersonal and relationship-building skills
• Strong decision-making skills are required with sound judgement, prudence and integrity
• Effective conflict resolution skills will be used when dealing with both internal and external clients.
• Excellent time management skills; ability to plan and prioritize workload, as well as adaptability to a changing, multi-tasked environment
• Logical and detail-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 member experience.

The expected annual base salary range for this role is: $58,000 - $91,000 CAD

The actual base salary offered to the successful candidate may vary based on multiple factors including, but not limited to, individual's expertise and level of experience applicable to the role they are being offered.

This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text.

This job is for an existing vacancy.

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.