Overview
Customer Support Representative, Advisory Services Jobs in Toronto, Canada at Ontario Medical Association
Position: Customer Support Representative, Advisory Services )
Job summary
This position provides the first point of contact for our internal advisory and education team to connect with members in support of their inquiries related to OMA Insurance products and services. You will respond to daily member queries and requests, handle the investigation and resolution of escalations with our various insurance partners for timely resolution of their inquiries. The role will also support business development and outreach activities that come through the advisors.
How
you will make a difference
Deliver Outstanding Member Service
- Serve as a trusted resource for physicians and their families by responding to inquiries regarding OMA Insurance products and services.
- Investigate and resolve member concerns, service issues, and escalations by collaborating with internal teams and external insurance partners.
- Guide members through insurance-related processes and assist them in navigating online portals and digital tools.
- Communicate clearly and professionally to ensure members receive timely and accurate information.
Support Member Retention and Insurance Awareness
- Educate members on the value of their insurance coverage and available options before they consider cancelling.
- Help members better understand their benefits and identify solutions that support their changing needs.
- Contribute to member retention efforts by delivering thoughtful, personalized service.
Strengthen Advisor Success
- Support OMA Insurance Advisors by coordinating outreach activities and assisting with service-related requests.
- Ensure advisors have the information and support required to deliver exceptional member experiences.
- Help facilitate business development initiatives and member engagement activities.
Drive Operational Excellence
- Accurately document member interactions, service requests, complaints, and resolutions within Salesforce.
- Adhere to established service standards and Service Level Agreements.
- Maintain high levels of accuracy, attention to detail, and professionalism in all interactions.
- Act as a proud ambassador of OMA Insurance and the Ontario Medical Association.
Requirements that are important to us
- Community College Diploma in Business Administration or equivalent.
- Minimum four to five years of relevant customer service experience, preferably within the insurance or financial services industry.
- Experience supporting clients, advisors, or sales teams in a service-oriented environment.
- Solid foundation in life, disability, group benefits, individual insurance, and retirement products, with a strong customer service focus.
- Working knowledge of Salesforce CRM, Microsoft 365 Office Suite, and AI tools such as Microsoft Copilot.
- LLQP designation is considered an asset.
- Experience handling complex member inquiries related to group health, dental, life insurance, retirement products, and other services offered through OMA Insurance.
- Ability to perform customer service and administrative duties related to insurance and retirement products with a high degree of accuracy and attention to detail.
- Experience supporting Advisors through client service, administrative, and business support activities.
- Demonstrated ability to work effectively in a fast-paced sales and service setting.
- Background in wealth management, investments, insurance, property and casualty insurance, or individual life insurance is considered an asset.
- Strong verbal and written communication, and problem-solving skills.
What we have to offer you
- A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours.
- A fantastic prospect to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system.
- An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity.
- A commitment to growth and development through paid professional development and continuous in-house learning.
- A friendly and flexible hybrid work environment.
- Competitive total rewards package including a hiring salary range of $54,965–$58,400 plus pension plan and a bonus program.
- Exceptional group benefits package, including a spending account and a robust wellness program.
The OMA has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office.
As a condition of employment, OMA conducts background checks and reference checks for all open positions.
The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas. In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.
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Title: Customer Support Representative, Advisory Services
Company: Ontario Medical Association
Location: Toronto, Canada
Category: