Job Profile:
The General Office Assistant (MSR) position is the voice of the organization, providing members with accurate, relevant and timely information about their pension and benefits plans. This includes responding to basic inquiries, monitoring the phones, and ensuring incoming calls are addressed in timely, professional manner.
Job Responsibilities/Duties:
1. To provide front line, platinum-level service to the members by:
- having the initial conversation with each member calling OEBAC to determine their unique needs and the appropriate support required;
- answering questions relating to the pension and benefits plans and educating callers on plan specifics;
- responding professionally to member inquiries received via phone or email and ensuring appropriate action is taken;
- maintaining complete and accurate case notes pertaining to each call answered;
- working closely with the plan administrators to ensure all member requests, inquiries and issues are resolved in a timely manner;
- building and maintaining professional relationships with the members by assisting to educate members on all aspects pertaining to the pension and benefits plans;
- ensuring the highest level of service is provided;
- responding to requests for information from plan members;
- updating plan member information as required;
- verifying the eligibility of members;
- distributing materials and forms;
- assisting members with the completion of pension and benefit forms;
- forwarding completed applications for pension and benefits to plan administrators for review and processing;
- answering member questions concerning eligibility and dollar bank value;
- assisting plan members with changes i.e. life change events, beneficiary changes, requests for information for marriage breakdowns, etc.;
- consulting with the Senior MSR: Escalation Attendant, and managers, about sensitive and complex issues and escalating issues for resolution as appropriate;
- taking messages and forwarding relevant call details to the appropriate department or party for higher level service as needed;
- maintaining a strict level of confidentiality in all member interactions.
2. To assist with the timely completion of all general administrative tasks on the call centre floor, including but not limited to:
- assisting with Personal Information Forms (PIFs) processing as needed;
- assisting with the timely processing of SUB Plan claims as needed;
- assisting with the maintenance of call centre notes in the system/database.
3. Other duties as assigned by the Business Manager, Executive Director, Department Manager and/or Human Resources Department, including but not limited to:
- providing switchboard and reception coverage as needed;
- assisting in the processing of postal mail and courier deliveries as needed;
- assisting with mailouts and/or delivering mail to the post office as needed;
- acting as backup coverage to the evening shift as assigned.
Job Requirements:
- Must have strong customer service experience, preferably within the Pension and Benefit industry and/or relevant Pension and Benefit education or credentials;
- Experience working in an office setting such as a doctors office or insurance office is preferred;
- Must demonstrate knowledge of pension and benefit processes and terminology;
- Call centre and/or reception experience would be considered an asset;
- Passionate about helping others;
- Excellent customer service skills with an extremely positive and upbeat demeanour;
- Excellent written and verbal communication skills;
- Dedicated to providing a meaningful customer experience;
- Empathetic and able to handle emotional persons in a mature, professional manner;
- Results-oriented;
- Enjoys working in a fast-paced environment;
- Strong attention to detail in a high-volume workload setting;
- Confidentiality and protection of information is paramount;
- Above average computer skills and proficiency in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook;
- Knowledge of construction industry multi-employer pension and benefit plans, including eligibility banks, is considered an asset.
Work Conditions:
- This is an in-person role only;
- Manual dexterity required to operate computer and peripherals;
- Challenging and constantly changing work environment;
- Ability to handle difficult situations with emotional maturity.
If you are qualified and interested in this position, please submit your resume, to the attention of Human Resources, outlining your qualifications and suitability to this position.
OEBAC also welcomes applications from persons with disabilities and, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), accommodations are available on request for those who require disability supports while taking part in all aspects of the selection process.
Pay: $51,449.99-$64,312.49 per year
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Work Location: In person
