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Bilingual LTD Claims Consultant

2 months ago

Waterloo, Canada Ontario Teachers Insurance Plan Full time

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 Manager, Long Term Disability Services, you’ll be responsible for providing service, support and assistance to insured members throughout the long term disability (LTD) claims process. This includes assisting local union representatives in any matters regarding LTD claims management, as well as working cooperatively with both internal and external stakeholders as required. In addition, the DSR will assist members with their CPPD applications, reconsiderations and tribunal processes as required.

The core parts of your role will be to:

  • Provide service, support and guidance to insured members throughout the LTD claims process including the initial application. This includes meeting in person, virtually or telephonically to answer questions, provide guidance, complete forms and obtain employment and medical details or other information as it relates to the insured member’s claim for LTD and group life benefits.
  • Guide insured members throughout the LTD appeal process by obtaining and coordinating appeal documentation and rationale. This includes communicating with medical practitioners, local union representatives and other stakeholders as required.
  • Provide assistance to insured members in obtaining other income replacement benefits, such as Canada Pension Plan (CPP) disability benefits. This includes applying for CPP benefits and appealing the CPP’s decision if required. When needed, the senior disability service representative acts as the insured member’s assistant at the CPP appeal to the Social Security Tribunal (SST).
  • Build, maintain and strengthen relationships with local and provincial unions. Seek to better understand the unions’ needs, establish trust, and continuously improve the level of service provided.
  • Establish a professional image of the organization for insured members, local unions, medical practitioners, school boards and other stakeholders. This includes promoting OTIP in a positive manner, building and maintaining positive interactions, and developing and/or performing public relations activities.
  • Obtain a comprehensive understanding of medical information and corresponding claim decisions on file and provide insured members and local union representatives with detailed and thorough explanations of the issues.
  • Adhere to documented service standards and identify opportunities for improvement. This includes detecting gaps in key processes, recommending solutions, and implementing process improvements to achieve a higher level of quality service.
  • Coach and mentor other team members and contribute to the success of the department’s stated objectives. This includes identifying short- and long-term goals, providing relevant and timely information during discussions, recommending appropriate courses of action, and participating in or leading special projects as required.
  • Maintain interdepartmental communication and workflow while fostering a spirit of cooperation. This includes focusing on member services and processes that cross department lines and providing opportunities for service enhancements.
  • Respond to stakeholder enquiries regarding the ongoing LTD claims process. This includes reviewing timelines (in view of the documented service standards), external communications and correspondence for accuracy.
  • Exercise tact and diplomacy to effectively resolve difficult situations. This includes negotiating through conflicts and contentious claim issues among stakeholders.
  • Keep information confidential to protect operations.
  • Perform 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:

  • Post-secondary Education
  • A minimum of five years’ experience in Group Disability Insurance.
  • Strong knowledge of insurance principles and practices, industry standards and legal and contractual obligations.
  • Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
  • The demonstrated ability to use negotiating techniques to effectively resolve complex conflicts.
  • Superior time management and organizational skills to manage competing priorities, including project management skills.
  • Intermediate knowledge of Microsoft Office Suite applications.
  • Insurance courses are considered an asset.
  • The ability to communicate in French is considered an asset.
  • Valid driver’s license is required.

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 RIBO courses 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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