The Employer Services team within Client Services ensures that HOOPP employers receive excellent service by responding to their questions and concerns, providing accurate and timely information and education about the Plan, and helping employers resolve issues and complete their day-to-day HOOPP administrative activities.
The servicing of HOOPP’s employers includes actively monitoring the team’s phone and work queues, responding to queries to ensure phone calls, cases and employer activities are handled within established service standards, following up on expected or outstanding information and channel information, as required, to and from other business units within HOOPP and their team.
What you will do:
Work with other business units within Plan Operations and other divisions to help identify and assess the impacts of issues and/or enhanced functionality; raise awareness related to their areas of expertise on behalf of Client Services. Support other teams in the education of the HOOPP plan and administrative processes.
Communicate clearly and effectively across stakeholders; serve as a resource of subject matter expertise on products for Employer Services staff and across Plan Operations and divisions, ensuring the timely and appropriate dissemination of knowledge and information to key stakeholders.
Act as a “go to” resource within the team for more complex questions, escalated issues and/or education. Assisting team members in managing and educating employers to ensure effective service delivery.
Provide guidance and education in implementing changes and new processes within the team:
Stay current with any changes being implemented in order to communicate to the team and effectively explain why changes are being made and the impact on the team and/or employers
Ensure that all areas of Specialist accountabilities are documented on our internal procedures site and understood (and followed) by team members
Collaborate and share information with colleagues both within and outside Plan Operations to:
Identify issues and trends across all departments and/or divisions
Contribute to the ongoing improvement of standards, policies and procedures
Improve service delivery and case management; coordinate and relay information; identify potential problem areas for resolution and/or escalation to the Director
Participate in departmental/divisional projects as necessary
Monitor applicable phone, work queues and off-system employer activities to ensure established SLAs are being followed and escalate issues as they arise in order to ensure an appropriate resolution.
Manage non-standard employer requests from the team and other departments to ensure cost effectiveness against the desire to provide flexible services to meet employer needs.
As a front-line service provider, provide relevant, prompt and accurate information in a professional and courteous manner to the key employer relationships under your accountability. Build and maintain professional long-term relationships with employers by managing requests and educating employers, ensuring they understand HOOPP’s procedures and Plan Text.
Contribute to Client Services’ objective of providing outstanding, quality service to employers while functioning as an effective team player. This includes, but is not limited to:
integrating and training new staff members
participating in and in certain situations leading team huddles and training
being responsible for successfully handling own workload
representing Client Services on projects/initiatives as a subject matter expert
when required, supporting other areas in Client Services to collectively ensure that there is sufficient coverage to handle employer inquiries
remaining current on HOOPP’s programs and services through ongoing training
performing additional tasks, within the scope of the position, as required
What you bring:
Completed College Diploma or University Degree (emphasis in Finance or business an asset).
A minimum of 5 years of related service experience in the pension/insurance/financial services industry in a team environment.
Skilled problem solver with strong independent decision-making skills with the use of sound judgement, prudence and integrity.
Strong communication skills (both verbal and written); ability to communicate complex information clearly and at a level appropriate for the audience; ability to articulate product knowledge and expertise when representing Client Services on projects and initiatives
Effective conflict resolution skills that will be used when dealing with both internal and external clients
Work collaboratively with team members to achieve shared goals with strength in relationship-building skills
Ability to work independently with excellent time management skills; organization skills; ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment
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
Logical and detailed oriented
Knowledge of pension business and Employer products and services
Encompass and emulate HOOPP’s core values