[Hiring] Senior Associate, Response Centre @Ontario Medical Association

Role Description

This position is responsible for responding to front-line inquiries from OMA members and the public, documenting concerns, and routing or flagging matters requiring further support. Additional membership services activities may be introduced based on training, operational needs, and demonstrated readiness.

• Responding to inquiries and complaints from OMA members, the public, and OMA staff, ensuring issues are appropriately addressed, resolved, or escalated in accordance with established Response Centre procedures/processes.
• Filtering and disseminating confidential information, providing explanations, and preparing appropriate verbal/written responses based on approved messaging.
• Documenting all member inquiries and issues received by phone or email in the CRM system and, when necessary, updating OMA membership database making necessary edits to member profiles.
• Adheres to all relevant OMA privacy and financial policies while maintaining confidentiality when handling sensitive demographic and financial information.
• Studying and providing feedback on existing knowledge base articles; highlighting any identified gaps to Manager, Response Centre.
• As needed, providing additional logistical support to the membership team.

Qualifications

• High School or Community College Diploma in Business Administration or equivalent work experience.
• 2-5 years customer service experience.
• 1-2 years previous call centre experience an asset.
• Healthcare industry knowledge an asset.
• A highly organized, team player with a desire to provide superior customer support.
• Strong ability to problem solve issues and escalate when appropriate.
• Excellent communication skills, verbal and written.
• Proficient in Microsoft Office applications (i.e. Excel), Microsoft Teams, Salesforce or similar CRM system, contact centre/telephony system, utilizing internal knowledge resources.

Requirements

• This position is part of the response centre team and works remotely, with travel to our Toronto head office as required.

Benefits

• A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours.
• A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members, and the health-care system.
• An organization that is committed to the equity, diversity, and inclusion principles of humility, accountability, collaboration, courage, and integrity.
• Competitive compensation – hiring salary range of $54,965-$58,400.
• An organization that has been recognized as a Greater Toronto’s Top Employers for six consecutive years.