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

OTIP (Ontario Teachers Insurance Plan) is dedicated to providing meaningful benefits support and service. The Benefits Services Representative will handle incoming inquiries in a call center environment, assist members with benefits information, and ensure high levels of customer satisfaction through effective support. Responsibilities 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 Skills 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 Benefits 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 Company Overview At OTIP, we not only understand the education system, we believe in it. It was founded in 1977, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 501-1000 employees. Its website is