Customer Support Representative, Advisory Services

Are you looking to join one of Greater Toronto’s Top 2026 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 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 their inquiries. The role will also support business development and outreach activities that come through the advisors.

How you will make a difference

Deliver Outstanding Member Service

• 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 assist them in navigating online portals and digital tools.
• Communicating clearly and professionally to ensure members receive timely and accurately information.

Support Member Retention and Insurance Awareness

• 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.

Strengthen Advisor Success

• 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.

Drive Operational Excellence

• 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.

Requirements that are important to us

• 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. 

What do we have to offer you?

• 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
• A commitment to growth and development through paid professional development and continuous in-house learning
• A friendly and flexible hybrid work environment
• Competitive total rewards package including a hiring salary range of $54,965- $58,400 plus pension plan and a bonus program
• Exceptional group benefits package, including a spending account and a robust wellness program
• An organization that has been recognized as a Greater Toronto’s Top Employers for six consecutive years.

As a condition of employment, OMA conducts background checks and reference checks for all open positions.

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We're excited to share this opportunity, which is for an existing vacancy on our team.  Kindly be advised that our recruitment process does not involve the use of Artificial Intelligence.

The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas. In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.