Member Advisor

Why you’ll love working here:

• high-performance, people-focused culture

• our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves

• learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth

• membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security

• competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).

• optional post-retirement health and dental benefits subsidized at 50%

• yoga classes, meditation workshops, nutritional consultations, and wellness seminars

• the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers

Job Summary:

As a member of the Member Services team, the Member Advisor delivers proactive, clear, and tailored guidance, along with exceptional customer service, across multiple channels (phone, email, in-person, and virtual) to help members make informed decisions about their HOOPP pension.

This role focuses on understanding member needs and providing guidance throughout the member lifecycle.

The Member Advisor educates members and related third parties on the value of HOOPP and provides personalized guidance within the context of overall retirement planning. This includes support on government benefits, strategies to maximize them alongside the HOOPP pension, and tax considerations related to service purchases, transfers, and retirement income (e.g., income splitting).

Reporting to a Director, Member Services, the role is primarily focused on direct member interaction and service delivery.

What will you do:

• Educate members and related third parties, e.g. their Financial Advisor, on the value and benefits of the HOOPP Plan.

• Identify and understand member needs to provide tailored guidance throughout the HOOPP member lifecycle.

• Provide personalized support, guidance, and advice to help members make informed decisions regarding their HOOPP pension and available government benefits.

• Manage complex cases/scenarios and de-escalate situations while maintaining a positive member experience and upholding HOOPP’s reputation.

• Ensure member issues/inquiries are addressed in a timely manner. 

• Stay current of Plan provisions and pension industry changes that may impact member decisions/benefits and retirement outcomes.

• Act as the members main point of contact throughout the entire interaction, including but not limited to, processing documents and following up internally, or with regulators.

• Maintain deep knowledge of HOOPP Plan provisions, pension rules, and related legislation to provide accurate and reliable guidance

• Collaborate with team members to ensure consistency when responding to members.

• Travel within Ontario to attend in-person seminars, events and health fairs.

• Work outside of HOOPP’s Core Operating Hours

What you bring:

• 5 years related experience in the pension or finance industry in a customer service role.

• Completed College Diploma or University Degree

• Excellent communication skills (written & verbal) i.e. ability to explain complex concepts in simple terms

• Strong decision-making skills with sound judgement, prudence, and integrity.

• Excellent time management skills with the ability to plan, prioritize, and adapt in a fast-paced multi-tasked environment.

• Strong critical thinking capabilities to be able to analyse an issue and make informed decisions related to a member’s situation.

• Strong interpersonal, relationship-building skills and customer service focused.

• Ability to take initiative and resolve conflicts when dealing with both internal and external stakeholders.

• Strong financial calculation skills, with the ability to interpret results and clearly explain trade offs and impact to members.

• Possess a valid Ontario driver’s license.

• Successfully completed the Registered Retirement Consultant (RRC) designation or a comparable financial planning designation (e.g., CFP, PFP), or willingness to enrol in the course with the expectation of successful completion within an agreed-upon period of time.

The actual base salary offered to the successful candidate may vary based on multiple factors including, but not limited to, individual's expertise and level of experience applicable to the role they are being offered.  

This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text.