Member Services Specialist

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 Client Services provides excellent service to HOOPP members, answering questions and concerns, educating them on their benefits and helping them to solve issues relating to their pension. The Member Services Specialist position is the face and voice of HOOPP, 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 responding to queries, processing event transactions, and following up on expected or outstanding member related information. Responsibilities also include actively monitoring the phone and work queues and ensure incoming phone 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. Service delivery channels include phone, secure e-mail, mail, and fax.
Build and maintain professional relationships with members by managing requests and educating members on various options to assist with decision making regarding their transactions.
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, e.g. updating contact information on file if it is incorrect
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 Service Specialist for the duration of the transaction
Working collaboratively with other team members and departments
Assuming accountability for member transactions, seeing the transaction through to completion
Consult with internal business partners about sensitive and complex issues and escalate issues for resolution as appropriate.
Manage the member experience by monitoring outstanding member inquiries and proactively following up to ensure timely resolution.
Educate members about the value of HOOPP and advocate for the defined benefits pension.
Maintain accuracy rates and conduct quality verification as defined in department standards.
Contribute to Client Services' objective of providing outstanding, quality service to members while functioning as an effective team player. This includes, but is not limited to:
integrating and training new staff members
participating in team meetings, training, and events
being responsible for processing own workload
when required, supporting other areas in Client 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 HOOPP's programs and services though ongoing training.

What you bring:
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 a 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.
Work collaboratively with team members to achieve shared goals
Strong interpersonal, relationship-building skills
Strong decision-making skills are required with sound judgement, prudence and integrity
Effective conflict resolution skills that 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 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.
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