Hiring for multiple positionsThe opportunityThe Complex Care Analyst is responsible for responding to member inquiries, and providing accurate and timely information on pensions and other benefits administered by the Board. As a Complex Care Analyst, develop foundational knowledge and customer service skills while managing low to mid-complexity interactions and straightforward questions. They are also expected to activate complex care strategies (i.E. reduce routine interactions to ensure that assisted service capacity is prioritized for complex and high-impact member scenarios) through recognizing patterns in non-complex interactions and offer ideas to proactively reduce their occurrence—either by improving redirection to self-service or by enhancing how well they are contained within self-service channels.Who you'll work withThe Complex Care Analyst will be reporting to the Manager, Member Experience & Relations, Complex Care.What you'll doProvide timely, accurate and complete range of information relating to all entitlements under programs administered by the Board. Process member requests according to client's qualifications for a benefit with the member experience as a primary driver.Maintains and applies up-to-date knowledge of current and past legislation, policies and proceduresSet and meet production goals while maintaining quality standards and defined service levels.Use judgement in deciding issues and recommending/taking appropriate action within specific parametersEnsure successful completion of tasks and responsibilitiesMonitor progress against personal and team targets and performance measurementsMaintain a thorough knowledge and understanding of the Member ExperiencePrioritizing and organizing activities to meet standards and objectives; Excellentinterpersonal skills as some telephone contact will be requiredAbility to adapt to and resolve issues as they arise.Ability to work in partnership with other Pension Benefit Support Analysts and Member Experience teamsOther duties as assignedWhat you'll needCollege/University educationMinimum one year of experience in a client service project-based environment preferredStrong mathematical and analytical skillsExcellent interpersonal, team building, organizational and pro-active approach skillAbility to make sound judgements and decisions.Ability to interpret and apply regulations and instruction into procedures and practice.Effective written and verbal communication skills.Ability to organize daily work, flexibility, good adaptability to change and capable of completing work within set time limits.What we're offeringThis position is eligible for base salary and annual incentive based on individual and enterprise performance. Base Salary starting at $77,900 with future opportunity of up to $87,100.Competitive compensationNumerous opportunities for professional growth and developmentA flexible work environment combining in office collaboration and remote workingOur Versatile Travel Program gives you the option to work abroad in another region/country for up to a month each yearEmployee discount programs including Edvantage and PerkopolisAt Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.Functional AreasMember ServicesVacancyCurrentRequisition ID7264#LI-RM1

📌 Bilingual Complex Care Analyst - 12-Month Contract (Toronto)
🏢 Ontario Teachers'
📍 Toronto