Customer Support Representative

at  Ontario Medical Association

Are you looking to join one of Greater Toronto’s Top 2025 Employers?
The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients. We continually seek to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, new ideas, solutions, and opportunities to improve.

JOB SUMMARY

This position provides first point of contact for customer service support to members, responding to daily queries and requests, and handle the investigation and resolution of escalations.

How you will make a difference

• Interacting with members to address their service concerns, and needs; listen and gather all relevant information when referring members to an external business partner or the appropriate sales team for an insurance consultation or a more in-depth conversation.
• Providing members with the value of insurance benefits and alternative options to consider before cancelling insurance coverage.
• Assisting members in navigating our OMA Insurance or business partners’ insurance coverage websites and portals.
• Gathering, document and handle member and service related, product, administrative and process matters, complaints and escalations, and follow up on actions taken to resolve issues; provide a clear and concise response to member.
• Adhering to agreed-upon Service Level Agreements and ensure information accuracy based on member service requests using proper activity settings
• Logging in and logging out at designated start and end times; RingCentral and Omni Channel in Salesforce
• Presenting as a good brand ambassador of the OMA who displays professionalism, courteousness, patience, and understanding when dealing with our members

Requirements that are important to us

• Community College Diploma in Business Administration or equivalent
• Minimum four-five years of experience
• Solid foundation in life, disability and medical group and individual insurance with customer service experience
• Working knowledge with Salesforce CRM system
• ACS (Associate Customer Service) and ALMI (Associate Life Management Institute) designation considered an asset
• Ability to perform insurance customer service and administration duties
• Working in a fast-paced sales support environment

Please refer the Job description for details