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Added 3 mins ago
Assistant Branch Manager- EN
RBC
Drummondville, QC
Full-time
As an Assistant Branch Manager, you motivate and coach a high-performing team of Advisors in a dynamic, high-volume, and rewarding marketplace, while establishing and achieving team sales…
Added 18 mins ago
Quality Assurance (QA) Technician
Olymel
Red Deer, AB
Full-time
Career Growth: Develop your skills and progress in an environment that values personal and professional development.
Added 18 mins ago
UX Designer
First National Financial LP
Toronto, ON · East York, ON
Full-time
We are hiring a UX Designer, Application Development!
Added 34 mins ago
Operations Lead - Full Time
sephora.com
Toronto, ON
$22.2 to $26.1 CAD / hour
Full-time
…performance-based bonus opportunities, a competitive benefits program, and robust learning and development initiatives aimed at promoting employee support and recognition. The final pay…
Added 34 mins ago
Operations Consultant - Flex
sephora.com
Mississauga, ON
$19.2 to $22.6 CAD / hour
Full-time
…performance-based bonus opportunities, a competitive benefits program, and robust learning and development initiatives aimed at promoting employee support and recognition. The final pay…
Added 34 mins ago
Key Holder - Le Labo - Full Time - Vancouver, BC
Estée Lauder Companies
Vancouver, BC
Full-time
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 34 mins ago
Sr. Account Manager (Canada)
Netflix
Toronto, ON
Full-time
Netflix is seeking a Senior Account Manager who will be an exceptional addition to our growing Netflix Ads team. The Senior Account Manager will be responsible for leading the pre-to-post…
Added 34 mins ago
assistant store manager, Truro, NS
Starbucks Coffee Company
Truro, NS
$52,600 to $63,050 CAD / year
Full-time
…eligible partners in this role may participate in our bonus program, designed to recognize contributions and impact in addition to annual bean stock…
Added 34 mins ago
Manager Physical Layer Downlink
Ericsson
Ottawa, ON
Full-time
Leadership experience in R&D (e.g., First Line Manager, team lead, technical coordinator, OPO, or project manager)
Added 34 mins ago
Sales Associate
Staples Inc.
Lethbridge, AB
Part-time
Calmly de-escalate and assist in complex customer situations to ensure their concerns are addressed effectively or refer to a manager/supervisor.
Added 34 mins ago
Sales Associate
Staples Canada
Brampton, ON
Part-time
Calmly de-escalate and assist in complex customer situations to ensure their concerns are addressed effectively or refer to a manager/supervisor.
Added 48 mins ago
Registered Dietitian/Food Services Manager
Shannex Incorporated
Miramichi, NB
Part-time
We are searching for a permanent part-time (0.8 FTE) Registered Dietitian – Food Services Manager to join our team based in Miramichi, New Brunswick.
Added 48 mins ago
Senior Specialist, Market Model
Deloitte
Toronto, ON
Full-time
Reporting to the Manager, Delivery & Innovation, you will own and evolve the Market Model - our proprietary data product for market size, share and growth across Businesses, Portfolios,…
Added 49 mins ago
Manager, Engineering – Accounts
TD
Toronto, ON
Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 49 mins ago
Operations Consultant - Part Time
Sephora
West Vancouver, BC
$19.85 to $24.8 CAD / hour
Part-time
…performance-based bonus opportunities, a competitive benefits program, and robust learning and development initiatives aimed at promoting employee support and…
Added 1 hour ago
Senior IT Auditor
Aviso
Toronto, ON
$83,000 to $100,000 CAD / year
Full-time
This is a new position, and the Senior IT Internal Auditor will contribute to the continuing development of Aviso's Internal Audit Practices and the Quality Assurance Improvement Program.
Added 1 hour ago
Patient Access Navigator - Wellness Courts - Mental Health and Addictions
Nova Scotia Health Authority
Kentville, NS
Full-time
Reporting to the Manager, Mental Health and Addictions (MHA) Program, the Patient Access Navigator supports the Bridgewater and Kentville Wellness Courts by providing navigation, advocacy,…
Added 1 hour ago
TikTok Commerce - Creator Manager
TikTok
Toronto, ON
Full-time
- Candidates who have 5+ years of experience with commerce or user-facing, affiliate product design, affiliate program operation; scaled creator/user/partners growth or mixed experience in…
Added 1 hour ago
Area Manager
Dexterra Group
Vancouver, BC
Full-time
As a Area Manager, you will be the senior operational and strategic leader responsible for the overall performance of a major TransLink account spanning multiple physical locations. You…
Added 1 hour ago
Account Director in Training (Janitorial)
Dexterra Group
Vancouver, BC
Full-time
…potential? Dexterra Group’s Xcelerated Operational Excellence Program is not just a development pathway - it’s your gateway to becoming a transformative leader in facilities management.…
Added 1 hour ago
Relationship Manager, Business Markets
Royal Bank of Canada
Dawson Creek, BC
Full-time
Business development and client acquisition and prospecting skills, including building and leveraging valuable Centers of Influence within the local business community
Added 1 hour ago
Financial Planner, Relationship Manager
Royal Bank of Canada
Halton Hills, ON
Full-time
A world-class training program in financial services
Added 1 hour ago
Project Engineer, Technical Services
ATCO Group
Edmonton, AB
Full-time
…multiple business lines and geographies mean ATCO fosters ample development and learning opportunities for engineers of all disciplines. Tell us how you want to grow and develop, and we’ll…
Added 1 hour ago
Registered Nurse - DePaul Hall
Shannex Incorporated
Bedford, NS
Full-time
Comprehensive health, vision, and dental benefits plan, including an Employee and Family Assistance Program (eligible immediately upon hire)
Added 1 hour ago
Benefits Administrator
The University of British Columbia
Vancouver, BC
$7,158.42 to $10,292.25 CAD / month
Full-time
Under the direction of the Manager, Benefits, assists in the management of UBC’s benefit plans to ensure the delivery of services, programs, and communications are aligned with the…

Ontario Teachers' Pension Plan

Bilingual Complex Care Analyst - 12-month contract

Toronto, ON, Canada

Pay: 
This position is eligible for base salary and annual incentive based on individual and enterprise performance. 

Base Salary starting at $77,900 with future opportunity of up to $87,100.
Job type: Full-time
Posting language: English
Posted: Sep 22, 2026

Apply About employer

Applications open in a new tab.

Original job description

The opportunity

The Complex Care Analyst is responsible for responding to member inquiries, and providing accurate and timely information on pensions and other benefits administered by the Board. As a Complex Care Analyst, develop foundational knowledge and customer service skills while managing low to mid-complexity interactions and straightforward questions. They are also expected to activate complex care strategies (i.e. reduce routine interactions to ensure that assisted service capacity is prioritized for complex and high-impact member scenarios) through recognizing patterns in non-complex interactions and offer ideas to proactively reduce their occurrence - either by improving redirection to self-service or by enhancing how well they are contained within self-service channels.

Who you'll work with

The Complex Care Analyst will be reporting to the Manager, Member Experience & Relations, Complex Care.

What you'll do

Provide timely, accurate and complete range of information relating to all entitlements under programs administered by the Board. Process member requests according to client’s qualifications for a benefit with the member experience as a primary driver.
Maintains and applies up-to-date knowledge of current and past legislation, policies and procedures
Set and meet production goals while maintaining quality standards and defined service levels.
Use judgement in deciding issues and recommending/taking appropriate action within specific parameters
Ensure successful completion of tasks and responsibilities
Monitor progress against personal and team targets and performance measurements
Maintain a thorough knowledge and understanding of the Member Experience
Prioritizing and organizing activities to meet standards and objectives;
Excellent interpersonal skills as some telephone contact will be required
Ability to adapt to and resolve issues as they arise.
Ability to work in partnership with other Pension Benefit Support Analysts and Member Experience teams
Other duties as assigned

What you'll need

Fully bilingual in English and French (spoken and written) is required
College/University education
Minimum one year of experience in a client service project-based environment preferred
Strong mathematical and analytical skills
Excellent interpersonal, team building, organizational and pro-active approach skill
Ability to make sound judgements and decisions
Ability to interpret and apply regulations and instruction into procedures and practice
Effective written and verbal communication skills
Ability to organize daily work, flexibility, good adaptability to change and capable of completing work within set time limits

What we’re offering


This position is eligible for base salary and annual incentive based on individual and enterprise performance. 

Base Salary starting at $77,900 with future opportunity of up to $87,100.

Competitive compensation
Numerous opportunities for professional growth and development
A flexible work environment combining in office collaboration and remote working
Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year
Employee discount programs including Edvantage and Perkopolis

At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.

How to apply

Are you ready to pursue new challenges and take your career to the next level? Apply today! You may be invited to complete a pre-recorded digital interview as part of your application.

Accommodations are available upon request (peopleandculture@otpp.com) for candidates with a disability taking part in the recruitment process and once hired.

Candidates must be legally entitled to work in the country where this role is located.

Ontario Teachers’ may use AI-based tools to assist in screening and assessing applicants for this position. These tools may help us identify candidates whose skills and experience align with Ontario Teachers’ objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making.

To learn more about how Teachers’ uses AI with your personal information, please visit our Privacy Centre.

Functional Areas:

Member Services

Vacancy:

Current

Requisition ID:

7266

Apply About employer

More about this job

Responsibilities

The Complex Care Analyst responds to member inquiries regarding pensions and benefits while managing interactions to ensure efficient service delivery. They are responsible for processing member requests, maintaining knowledge of legislation, and meeting production and quality targets.

Requirements

Candidates must be fully bilingual in English and French and possess a college or university education. A minimum of one year of experience in a client service project-based environment is preferred, along with strong analytical and interpersonal skills.

Skills

Bilingual
Customer service
Pension administration
Analytical skills
Mathematical skills
Interpersonal skills
Team building
Organizational skills
Problem solving
Communication skills
Adaptability
Time management
Regulatory compliance

Benefits

Annual incentive
Professional growth and development
Flexible work environment
Flexible travel program
Employee discount programs

Visa sponsorship

Not detected in the job text

Keywords

Pension
Benefits
Member experience
Client service
Legislation
Policy
Procedures
Data analysis
Reporting
Performance metrics
Self-service channels
Conflict resolution
Team collaboration
Professional development
Diversity and inclusion

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