Member Advisor

3 weeks ago

Toronto, Canada Healthcare of Ontario Pension Plan Full time

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

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 gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, and newly extended maternity/parental leave top of 26 weeks)

optional post-retirement health and dental benefits subsidized at 50%

yoga classes, meditation workshops, nutritional consultations, and wellness seminars

access to an annual wellness reimbursement program for health and wellness-related expenses for permanent and temporary employees

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:

As a member of the Member Services team, the Member Advisor will provide guidance, advice, and exceptional customer service to members across various delivery channels phone, email, in-person meetings, video and audio calls etc.) to assist them in making decisions regarding their HOOPP pension. This position is responsible for identifying and understanding member needs in order to provide advice and guidance throughout the member’s lifecycle with HOOPP. The Member Advisor will educate members and related third parties about the benefits and value of the HOOPP Plan, and provide personal guidance thereby enabling the member to make an informed decision regarding their HOOPP pension and how their decision fits into their overall retirement plan. The Member Advisor will also be responsible for educating the member on the various government benefits available to them and provide guidance on how to maximize those benefits as a supplement to their HOOPP pension. They will advise members on any tax implications specifically related to their HOOPP pension, whether it’s while they are purchasing or transferring in service, or in retirement, including the application of income splitting when in retirement. This position will report to a manager in Member Services. As this is a critical role in the delivery of exceptional customer service, it is expected that the majority of the Member Advisor’s day will be spent in direct service delivery.

What you will do:

Educate members and related third parties, their Financial Advisor, about the benefits and value of the HOOPP Plan.

Identify and understand member needs and respond by providing guidance and advice related specifically to the HOOPP pension at all stages of their membership

Provide personal support, guidance, and advice to members to assist them in making a decision regarding their HOOPP pension as well as any government benefits available to them.

Have the ability to handle complex cases/scenarios and de-escalate situations; deal with client interactions that may have an impact on HOOPP’s reputation

Ensure members issues/inquiries are addressed in a timely manner. 

Keep abreast of Plan and Pension landscape changes that may impact client decisions/benefits as it relates to their overall retirement planning.

Be available as the members main point of contact throughout the entire interaction, including but not limited to, processing documents and following up internally, or with regulators.

Collaborate with team members to ensure consistency when responding to members.

Travel within Ontario to attend in-person seminars, events and health fairs.

Work outside of HOOPP’s Core Operating Hours

What you bring:

Excellent communication skills (written & verbal) ability to explain complex features in an easy to understand manner

Strong decision-making skills with sound judgement, prudence, and integrity.

Excellent time management skills: the ability to plan and prioritize workload as well as adapt to a changing multi-tasked environment.

Strong critical thinking capabilities to be able to analyze an issue and make informed decisions related to a member’s situation.

Strong interpersonal, relationship-building skills and customer service focused.

Ability to take initiative and resolve conflicts when dealing with both internal and external clients.

Possess a valid Ontario driver’s license

Completed College Diploma or University Degree

5 years related experience in the pension or finance industry in a customer service role.

Successfully completed the Registered Retirement Consultant (RRC) designation or willingness to enroll in the course with the expectation of successful completion within an agreed-upon period of time

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