Benefits Services Representative - Call Centre (1-year contract)

Benefits Services Representative - Call Centre (1-year contract)

Benefits Services-Call Centre location_on Waterloo, ON

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

Job Description

What You’ll Do:

Reporting to the Assistant Manager, Benefits Services, you’ll be responsible for handling incoming telephone inquiries within a call centre environment for all lines of group and individual life and health benefits. This involves providing benefits information and resolving member concerns and providing navigational support for our web and mobile app.

The core parts of your role will be to:

• Assist members with online registration and navigation for our web portal and mobile app.
• Educate members about OTIP’s products and services to ensure members’ needs are being fully met by OTIP.
• Provides timely and accurate information in response to incoming telephone inquiries using an automated telephone system, computer applications, training material and other applicable resources.
• Resolves member complaints regarding coverage, claims and service, and documents outcomes for future reference. This includes clarifying members’ complaints, investigating the problem, developing solutions, making recommendations to management, and following up to ensure resolution.
• Works with the carrier to process claim adjustment requests and cheque stop-payments, and reissues requests related to claims adjudication issues, while ensuring decisions are made on a timely basis. Identifies trends in claim adjudication errors and problems.
• Responds to member email inquiries from the department’s email queue within specified department turnaround times.
• Provides information in response to inquiries from members and other departments regarding coverage, effective dates, and outstanding information, as requested.
• Ensures a high level of customer satisfaction through effective support and excellent customer service, by providing quick and accurate service in a professional manor.
• Drafts letters and prepares and processes responses to routine correspondence, while adhering to established standards.
• Applies proper contractual provisions in accordance with related contracts and carrier requirements to determine member eligibility for requested benefits.
• Issues member confirmation notices in response to member telephone inquiries and prints the necessary documents, as required.
• Maintains historical records by filing documents and records of insurance transactions and maintaining master files, amendments, etc.
• Maintains a comprehensive log and diary system and reviewing and flagging all problem situations for discussion with management, as required.
• Keeps information confidential to protect operations.
• Performs other duties within competence, as assigned.

Qualifications

Let’s Talk About You:

This is the unique blend of skills and experience we would love to see in an ideal candidate:

• A post-secondary school diploma.
• A minimum of one year’s post-secondary training in insurance-related courses such as LOMA, HIAA or CEBS.
• A minimum of one year’s experience in group health, dental and travel insurance.
• A minimum of one year’s experience in a call centre environment.
• Strong knowledge of group health, dental and travel insurance, as well as contracts and benefits.
• The demonstrated ability to provide outstanding service in an accurate and efficient manner.
• Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
• Superior time management and organizational skills to manage competing priorities.
• Intermediate knowledge of Microsoft Office Suite applications.
• The ability to communicate in French is considered an asset.

We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBOcourses in Ontario)
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let’s work together! If you are interested in this opportunity, please apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

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