benefits service representatives - permanent in waterloo

job type
apply now

job details

waterloo, ontario
job category
Contact Centre and Customer Care
job type
reference number
apply now

job description

Looking to use your exceptional customer service skills to land your dream job?
Want to make a career move and work for top employer?

Recognized as one the Top Employers for 2017 in the Waterloo area, OTIP/REAO is a leader in administering health benefits for Ontario's education community and providing friendly and knowledgeable assistance.

We are proud to be partnering with them to assist with recruiting for a number of Benefits Service Representatives on a full-time, permanent basis.

In this role, you will be handling incoming telephone inquiries within a call centre environment for all lines of group and individual life and health benefits. This involves providing benefits information and resolving member concerns.

- Provides timely and accurate information in response to incoming telephone inquiries using an automated telephone system, computer applications, training material and other applicable resources.
- Resolves member complaints regarding coverage, claims and service, and documents outcomes for future reference. This includes clarifying members’ complaints, investigating the problem, developing solutions, making recommendations to management, and following-up to ensure resolution.
- Works with the carrier to process claim adjustment requests and cheque stop-payments, and reissues requests related to claims adjudication issues, while ensuring decisions are made on a timely basis. Identifies trends in claim adjudication errors and problems.
- Responds to member email inquiries from the department’s email queue within specified department turnaround times.
- Provides information in response to inquiries from members and other departments regarding coverage, effective dates and outstanding information, as requested.
- Ensures a high level of customer satisfaction through effective support and excellent customer service, by providing quick and accurate service in a professional manor.
- Drafts letters and prepares and processes responses to routine correspondence
- Applies proper contractual provisions in accordance with related contracts and carrier requirements to determine member eligibility for requested benefits.
- Issues member confirmation notices in response to member telephone inquiries
- Maintains historical records by filing documents and records of insurance transactions

What can OTIP offer you?

OTIP offers competitive salaries and boast industry leading benefits such as:
- 100% coverage employee health benefits plan
- Defined contribution pension plan
- In-house training program / leadership program
- Wellness program / on-site cafeteria

We are looking for candidates who have the following qualifications:
- A secondary school diploma.
- A minimum of one year of customer service experience in group or individual life and health insurance would be an asset. Would consider other call centre experience as well.
- Superior time management and organizational skills to manage competing priorities.
- Knowledge of life, long term disability, health and dental insurance, as well as contracts and benefits.
- A demonstrated ability to provide outstanding service in an accurate and efficient manner.
- Post-secondary training in insurance-related courses such as CEBS, LOMA or HIAA is considered an asset.
- Intermediate knowledge of Microsoft Office Suite applications.
- The ability to communicate in French is considered an asset.

If you are interested in this position and meet the above qualifications, please apply directly to the posting online at, and/ or follow up with a phone call - 519.772.0181 and ask for Saudia, Bobbie or Nisha.

good to know you!


Phone Number:
Fax Number:

Randstad Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.