Company description
Who We Are
With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.
At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.
Job Description
What You’ll Do:
Reporting to the VP, Client Relations, you’ll be responsible for supporting OTIP’s Group Insurance clients including the Employee Life and Health Trusts / Employee Workers Benefit Trust, our self-insured LTD pool participants, our Education Members (OEM) group plan and the school boards who administer the LTD benefit. (ELHT/EWBT is referred to as “Trust” throughout this document.) This role delivers value-added benefits and superior service to our Group Insurance clients as well as our internal partners. The Senior Client Relations Consultant works closely with Senior Account Managers as a member of the account management team to ensure the team exceeds the expectations of OTIP’s Group Insurance clients.
The core parts of your role will be to:
- Responds to benefit plan inquiries and resolve escalated inquiries from the Executive Director/CAO/Managing Director of the Trust. Coordinates issues analysis, resolutions, and responses to the Executive Director/CAO/Managing Director of the Trust.
- Responds to referrals and requests for approval on Trust issues from the OTIP Call Centre, Administration Team, School Board Relations, Premium Administration, Underwriting and Finance.
- Responds to referrals and requests/escalations received from the Trusts, Unions, Boards, carriers, and members of the Trusts, LTD, IIS (RTIP/Small Group Pool) and Legacy clients. Also, fields questions on OTIP’s wellness partner programs and perks programs and promotions.
- Acts as the subject matter expert for Trusts specific projects and initiatives, including implementation and onboarding of new business and/or plan changes.
- Collaborates with Senior Account Manager to ensure that all Trust referrals, issues and projects are appropriately assigned and that outcomes will be successfully executed.
- Analyzes and documents all business requirements, ensuring all group provisions and services are met on a timely basis.
- Collaborates with internal and external parties to prepare and/or review and/or sign-off on communications, newsletters, guides and training documentation.
- Recommends changes in business processes and procedures, ensuring a consistent approach is followed to meet the expectations of our Group Insurance clients.
- Builds and maintains successful and lasting relationships with existing and potential clients.
- Responds to LTD inquires/escalations received from internal operational teams and external parties including Unions, school boards, plan members, Benefit Services, School Board Relations, Project Management Office, Premium Administration, Underwriting and Finance, Business Development and GLDC.
- Provides direction and support to LTD Service Representative(s) as required.
- Coordinates, oversees, and processes LTD coverage terminations to ensure this complex process is done accurately and refunds of premium, if required, are calculated correctly. Provides coaching / support to clients to ensure terminations are completed in accordance to plan provisions.
- Provides service support to Senior Account Managers by coordinating the LTD file review meetings. This involves producing and preparing claim reports and client meeting documents, including content such as charts, graphs, and supporting information.
- Assists the Senior Account Managers by being the liaison with the various departments on plan amendment documents, renewals, new client proposals and other reports as required.
- Assists the Senior Account Managers with the preparation of LTD training material for new and existing union reps and clients.
- Meets regularly with the Senior Account Manager to keep them informed on any issues that are developing and to discuss complex situations for clarification and understanding.
- The Senior Client Relations Consultant will be required to attend client facing meetings and participate in presentations and represent OTIP and the ELHTs/EWBT at plan member meetings.
- Mandatory participation at the annual LTD Benefit Conference. Key contributor including managing registration and inquiries from attendees to ensure the success of the event.
- Participate in interdepartmental working groups representing the clients’ needs and unique nuances.
- Performs other duties within competence, as assigned.
Qualifications
Let’s Talk About You:
This is the unique blend of skills and experience we would love to see in an ideal candidate:
- A college diploma in business or equivalent business experience insurance/TPA industry. Insurance industry designation such as CEBS is an asset.
- A minimum of five years’ experience in the group insurance field in a client facing role.
- Strong technical knowledge of group benefit products and some knowledge of underwriting which comes from several years of progressive experience in the insurance industry.
- Strong knowledge of group benefits trends and emerging issues, and how they relate to client needs, including the impact on the plans (i.e. legislative changes impacting 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, including project management skills.
- Intermediate knowledge of Microsoft Office Suite applications.
- The ability to communicate in French is considered an asset.
- This role requires travel within Ontario to attend client meetings and/or conferences. Must have a valid driver’s license and access to a vehicle.
We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.
Additional Information
Some of the Perks We Offer:
We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:
- Rewarding salary and bonuses that truly value your dedication
- 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
Let’s work together! If you are interested in this opportunity, please apply online.
OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.
As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.
We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.
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