{"id":3812199,"url":"https://alion.io/job/acpm-member-services-specialist-2","title":"Member Services Specialist","company":{"id":1957665,"name":"ACPM","domain":"acpm.com","url":"https://alion.io/company/acpm-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":false}],"status":"live","first_seen_at":"2026-11-05T14:59:38Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-10T01:02:05Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Why you’ll love working here:\nhigh-performance, people-focused culture\n\nour 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\n\nlearning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth\n\nmembership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security\n\ncompetitive, 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).\n\noptional post-retirement health and dental benefits subsidized at 50%\n\nyoga classes, meditation workshops, nutritional consultations, and wellness seminars\n\nthe 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\n\nJob Summary\nThe Member Services team within Client Services provides excellent service to HOOPP members, answering questions and concerns, educating them on their benefits and helping them to solve issues relating to their pension. The Member Services Specialist position is the face and voice of HOOPP, providing members with accurate, relevant, and timely information about their pension benefits and assisting members through personal life events. The servicing of HOOPP's members includes responding to queries, processing event transactions, and following up on expected or outstanding member related information. Responsibilities also include actively monitoring the phone and work queues and ensure incoming phone calls and work are addressed in a timely manner.\nWhat you will do:\nAs a front-line service provider, provide relevant, prompt, and accurate information in a professional and courteous manner. Service delivery channels include phone, secure e-mail, mail, and fax.\nBuild and maintain professional relationships with members by managing requests and educating members on various options to assist with decision making regarding their transaction.\nProcess event-related transactions (e.g. retirement, terminations, buybacks etc.). This includes:\nReviewing all aspects of a member's incoming file, including reaching out to the member for clarity/questions\nBeing pro-active with respect to keeping a member's file up to date, e.g. update contact information on file if it is incorrect\nFollowing up with members, in accordance with service level guidelines, regarding expected or outstanding information\nBuilding a trusted relationship with the member and being their HOOPP Service Specialist for the duration of the transaction\nWorking collaboratively with other team members and departments\nAssuming accountability for member transactions, seeing the transaction through to completion\nConsult with internal business partners about sensitive and complex issues and escalate issues for resolution as appropriate.\nManage the member experience by monitoring outstanding member inquiries and proactively following up to ensure timely resolution.\nEducate members about the value of HOOPP and advocate for the defined benefits pension.\nMaintain accuracy rates and conduct quality verification as defined in department standards.\nContribute to Client Services' objective of providing outstanding, quality service to members while functioning as an effective team player. This includes, but is not limited to:\nintegrating and training new staff members\nparticipating in team meetings, training, and events\nbeing responsible for processing own workload\nwhen required, supporting other areas in Client Services to collectively ensure that there is sufficient coverage to handle member inquiries\nperforming additional tasks, within the scope of the position, as required\nremaining current on HOOPP's programs and services though on-going training\nWhat you bring:\nCompleted College Diploma or University Degree (emphasis in Finance or business an asset).\n5 years related service experience in the pension/insurance/financial services industry in a team environment.\nCompletion of Pension Plan Administration Certificate (PPAC) and Certified Employee Benefit Specialist Program (CEBS) are considered an asset.\nBilingual (French) an asset\nClient service oriented\nEncompass all HOOPP's core values\nStrong communication skills (both verbal and written) and an ability to communicate complex information clearly and at a level appropriate for the client.\nWork collaboratively with team members to achieve shared goals\nStrong interpersonal, relationship-building skills\nStrong decision-making skills are required with sound judgement, prudence and integrity\nEffective conflict resolution skills that will be used when dealing with both internal and external clients.\nExcellent time management skills: ability to plan, and prioritize workload as well as adaptability to a changing multi-tasked environment\nLogical and detailed oriented\nAbility to effectively identify and address difficult situations with tact and diplomacy. Use analytical skills to understand client matters/issues and take appropriate action\nIdentify service or process opportunities that will enhance the client experience\nThe expected annual base salary range for this role is: $52,400 - $75,000 CADThe 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.\nThis role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text.\nThis job is for an existing vacancy.HOOPP may use artificial intelligence tools to assist in screening, assessing and selecting applicants for this position. These tools support our recruitment process but do not replace human judgment and decision-making.","description_format":"text","description_chars":6180,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":true}]},"benefits":["Equity","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Standards & Industry Bodies"],"lifecycle":[{"event":"open","at":"2026-11-05T14:59:38Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":49,"reasons":["conf:0","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/acpm-member-services-specialist-2","json_url":"https://alion.io/job/acpm-member-services-specialist-2.json","meta":{"generated_at":"2026-11-10T02:56:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6845,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1957665},"rest":"https://alion.io/mcp/rest/get_company?id=1957665"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Facpm-member-services-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Facpm-member-services-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Facpm-member-services-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/acpm-member-services-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Facpm-member-services-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3812199}},{"tool":"search_jobs","arguments":{"company":"acpm.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3812199},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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