Member Data Specialist (6-month contract)

To specialize in providing solutions and support outcomes in Member Services to foster positive member experiences in a dynamic and fast paced environment. To conduct analysis and ensure member data received from the employers and other third party organizations is accurate and reliable by using the correct interpretation and implementation of policy in the calculation of benefits.

Who you'll work with

The Member Data Specialist will report to the Manager, Employer Experience.

What you'll do

1. Ensures the accurate validation of service and contribution reconciliation to support positive member experiences by:

• Maintaining positive internal customer and external employer relationships;

• Providing proactive and immediate solutions for issues that are a barrier to service to members, according to SLA agreements with Member Services;

• Collecting and analyzing payroll service data from employers to ensure discrepancies are identified, resolved and validated;

• Meeting established levels of service by setting priorities and following up on required information from employers;

• Participating in the review of legislative changes, procedures, etc. and keeping up to date on all legislative and procedural changes;

• Researching available resources and/or consulting with others, as required, to resolve issues where opportunities exist and within appropriate established practices;

• Understanding data issues in depth and breadth, to solve issues proactively with zero or minimum impact to members;

• Taking a solution-based approach to ensure that a PBS has what he/she needs to provide service to the member;

• Assessing impact and recommending possible solutions to complex reporting problems;

• Supporting Member Services’ strategies while managing expectations of other teams, employers, etc.

• Validating service data and contributions to ensure the data used in member benefit calculation is accurate;

• Providing input to the continuous improvement of internal business process to enable better service to members;

• Actively contributing to decision making at team meetings and/or online discussions

2. Analyzing data, which has been proactively identified with reporting anomalies and taking appropriate action to solve issues by:

• Determining if anomalies can be solved by adjusting missing and/or incorrect information;

• Understanding member/employer issues and providing appropriate guidance and information regarding Teachers’ policies, procedures and standards for reporting;

• Determining whether discrepancies are data issues or systems limitations;

• Analyzing member service records, researching salary grids, reviewing collective agreements and evaluating pay schedules to resolve identified discrepancies;

• Ensuring Teachers’ financial records agree and balance with those of the employer through the reconciliation process;

• Resolving errors in payroll profiles with consideration to the broader impact to member records and entitlements;

• Applying internal standards to resolve issues with minimal disruption to employers;

• Ensuring proper billing and calculation of interest for payments; following up on outstanding requests (invoices, discrepancies, etc.) to ensure timely resolution; and liaising with the employer and Finance to ensure payment is received;

• Identifying and requesting systems enhancements and formula development;

• Maintaining/producing accurate statistical and summary reports.

3. Provides response to employer queries and fosters partnership with employers by:

• Responding to a range of hotline, phone and website inquiries;

• Proactively identifying potential problems and taking action to resolve issues before they become problems;

• Assisting employers in validating data, understanding and following the appropriate processes regarding eligibility, contribution calculations, enrolment, remittance deadlines, reporting and interest calculations;

• Ensuring all communications are clear, concise and necessary;

• Conducting visits to coach employers on proper reporting practices to determine, resolve and reconcile reporting issues;

• Ensuring member information is reported accurately, subject to procedures and legislation;

• Encouraging the adoption of new practices and systems enhancements

• Establishing and maintaining excellent working relationships with new employers and payroll providers

• Determining which situations require follow-up with the employers

What you'll need

• A minimum of 6 months of Member Data Specialist Trainee experience

• Understanding of Member Services’ processes and values, to ensure data solutions are in alignment with our service goals.

• Thorough knowledge of data validation standards, policies and practices. A good knowledge of the Ontario Teachers’ Pension Plan, related legislation and policies to ensure that member data being reported by employers is accurate and reliable, and that contributions are reconciled according to established procedures.

• Knowledge of the reporting issues and range of reporting practices of employers to maintain standards, deal effectively with employers and to provide related solutions to reporting problems which vary in complexity.

• Good technical and research skills to utilize all available tools and systems required for analysis, validation, and identification of the impact of issues.

• Excellent oral and written communication skills to respond to queries from internal and external clients. Ability to convey recommendations for business solutions, assist with procedural writing and provide input to database development. Active involvement in business discussions and meetings.

• Thorough understanding of data transmission and corporate workflow to ensure optimal business results are achieved.

• Willingness to assume responsibility and ownership of results. Ability to provide effective statistics reporting on results, and to share ideas and opinions freely in small and large groups.

• Excellent organizational and prioritizing skills to meet objectives within the time periods allocated. Commitment to meet and exceed expectations of management, as well as internal and external clients.

• Excellent analytical and problem solving skills to quickly understand data issues and to solve the problems at a macro level, not just on specific cases. The ability to identify and resolve a range of data and reporting discrepancies and make recommendation for improved processes.

• Multi-tasking skills with the ability to work concurrent projects or initiatives to accomplish goals.

• Ability to work as part of a team, contribute to team objectives and team dynamics by engaging in mutual feedback and ensuring coverage according to set service limits. Ability to work effectively and achieve results in a high pressure and volume environment.

#LI-RM1

#LI-Hybrid

What we’re offering

• Competitive compensation

• Numerous opportunities for professional growth and development

• A flexible/hybrid 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:

Vacancy:

Current