Service Representative

Company Description

OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a:
**Service Representative - Employer Relations**

**Job Description**:
**What you will do**:
Primary contact for escalations and data management process support for assigned school boards to ensure resolution of data issues impacting member records:

- Data Accuracy - Key deliverable for the ongoing Benefits Administration and Claims Adjudication
- Member level data accuracy from a financial stand point is also key as it relates to Member Banking details and Payroll impacts.
- Assist the Electronic File Analyst with resolving any file related errors/warnings or file transmission issues.

Maintains administration/mapping guides for assigned block of boards:

- Working closely with the Board, HRIS/Payroll Providers and OTIP to ensure that the HRIS eligibility files are maintained for accuracy based on the requirements of the plan. Data Accuracy is key for the Benefits Administration and Claims Adjudication.
- Updates to the Administration Guide in order to assist the Boards in the ongoing management of their HRIS file. The Administration Guide is a “how to” for the Board to manage eligibility scenarios and assist them in general updates.
- Mapping Guides - Maintained as a tool to describe and assist the Boards with coding of “Trust level eligibility rules” along with any Affiliate or Board level “grandparenting” eligibility rules that have been negotiated and approved as part of the Trust plan.
- Notify and educate the boards to any changes to eligibility rules that could impact how the code or send their HRIS changes to OTIP.

Provides training, guidance and problem resolution support for assigned school boards by:

- First point of contact for problem resolution as it relates to their assigned boards.
- Provide training, support and clarity as it relates to plan design inquiries, eligibility impacts, HRIS file related issues, Premium remittance inquiries and member escalations.
- Look for opportunities to add value and a proactive approach to the overall benefits administration for their assigned block and contact points (both external and internal)

Participates in projects and assignments in support of continuous improvement of board-related business activities:

- Identifying opportunities for improvements to processes and documentation that would provide a higher level of service to all impacted parties.
- At times engage in projects as the Subject Matter Expert from a customer standpoint. Provide input and assistance as required to deliver on project related activities and deliverables. Work collaboratively across all teams in order to deliver on the project scope.
- Act as the “voice of the customer” to profile new opportunities and projects that would add value both from a systems and process related aspect.
- Assist with the implementation and impacts/training/communication of project related activities for assigned block of business.

Develops and maintains excellent employer relations by:

- Building and maintaining strong open honest dialogue/relationships with customers in order to share ideas and changes. (May include travel at times)
- Building and maintaining strong relationships internally.
- Maintaining and building on service related projects and deliverables that will benefit the customer
- Maintaining and developing industry level knowledge (Compliance, Legislation, Benefits Changes, Education )

**Qualifications**:
**What you will bring**:

- A college diploma in business or an insurance industry designation.
- A minimum of five years’ experience in the group insurance field.
- Demonstrated relationship management skills.
- Group Benefits knowledge is an asset.
- A strong understanding of customer service - owning the customer and their needs. Delivering on solutions and needs - taking an issue to final resolution.
- Ability to work well both independently and with the team.
- Problem Analysis skills - The demonstrated ability to collect, compare and analyze data in great detail while using strategic approaches to understand complex problems.
- Superior time management, project management and organizational skills to manage competing priorities.
- Exceptional communication skills and a demonstrated ability to deal effectively with all levels of internal and external stakeholders. (Written, Verbal both in person and remotely)
- Strong negotiating and influencing skills in order to deliver on the needs of the customer and also to drive ‘change” where necessary.
- Proven ability to adapt quickly to changing environments, needs and customer priorities.
- Innovative thinking - Desire for process improvement and change. Ability to bring forth