Customer Support Representative, Advisory Services

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The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients. We continually strive to be the trusted voice in transforming Ontario’s health‑care system by pursuing best practices, new ideas, solutions, and opportunities to improve.

This position provides the first point of contact for our internal advisory and education team to connect with members in support of their inquiries related to OMA Insurance products and services. You will respond to daily member queries and requests, handling the investigation and resolution of escalations with our various insurance partners for timely resolution of member inquiries. The role will also support business development and outreach activities that come through the advisors.

• Serving as a trusted resource for physicians and their families by responding to inquiries regarding OMA Insurance products and services.
• Investigating and resolving member concerns, service issues, and escalations by collaborating with internal teams and external insurance partners.
• Guiding members through insurance-related processes and assisting them in navigating online portals and digital tools.
• Communicating clearly and professionally to ensure members receive timely and accurate information.

• Educating members on the value of their insurance coverage and available options before they consider cancelling.
• Helping members better understand their benefits and identify solutions that support their changing needs.
• Contributing to member retention efforts by delivering thoughtful, personalized service.

• Supporting OMA Insurance Advisors by coordinating outreach activities and assisting with service-related requests.
• Ensuring advisors have the information and support required to deliver exceptional member experiences.
• Helping facilitate business development initiatives and member engagement activities.

• Accurately documenting member interactions, service requests, complaints, and resolutions within Salesforce.
• Adhering to established service standards and Service Level Agreements.
• Maintaining high levels of accuracy, attention to detail, and professionalism in all interactions.
• Acting as a proud ambassador of OMA Insurance and the Ontario Medical Association.

• Community College Diploma in Business Administration or equivalent.
• Minimum four to five years of relevant customer service experience, preferably within the insurance or financial services industry.
• Experience supporting clients, advisors, or sales teams in a service-oriented environment.
• Solid foundation in life, disability, group benefits, individual insurance, and retirement products, with a strong customer service focus.
• Working knowledge of Salesforce CRM, Microsoft 365 Office Suite, and AI tools such as Microsoft Copilot.
• LLQP designation is considered an asset.
• Experience handling complex member inquiries related to group health, dental, life insurance, retirement products and other services offered through OMA Insurance.
• Ability to perform customer service and administrative duties related to insurance and retirement products with a high degree of accuracy and attention to detail.
• Experience supporting Advisors through client service, administrative, and business support activities.
• Demonstrated ability to work effectively in a fast‑paced sales and service environment.
• Background in wealth management, investments, insurance, property and casualty insurance, or individual life insurance is considered an asset.
• Strong verbal and written communication, and problem-solving skills.

The OMA has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office.

• A work environment whose values are respectful, bold, responsive, and transparent in our work and our…