The role of New Hire Support was changed to Real Time Support. The role has altered from allowing the new hires to call for consultations on their calls to all Benefit Service Representatives that needed on-call assistance being able to call the Real Time Support line to access assistance to help their members while still on call with them.

Answering calls from OTIP members in relation to their benefit packages and needs.Calls range from Administrative issues with enrolling into their benefit plan (New hires/contracts etc.) there are claim specific questions; coverage inquiries, explanation of how a claim was processed, fixing the occasional errors that may arise.Sometimes calls will be with health or dental providers and may involve technical issues with the submission software I can help troubleshoot.

As a New Hire Support representative, I am the first line of contact for the newer representatives when dealing with the members.The role includes navigating representatives through correct processes and procedures. Explaining benefit details that they cannot find or figure out. There is a small level of coaching both on call, during assistance, or during "walk-in" times when the representatives are scheduled to discuss the issues they are currently working with.In some instances, representatives may be calling for clarification on what they've found or to obtain positioning statements for hard to explain topics.As a New Hire Support representative, it is my responsibility to ensure that the agents have the support they need while on the call to best assist our members.

The primary responsibilities for a Group Benefit CSP, is to answer calls from customers related to their employee benefit program. Calls range from benefit/coverage inquiries, health claim inquiries and online support situations. CSPs are also responsible for having cards and forms sent out to members and to follow up with any claim issues and route them to the proper channels for corrections.In August I was trained to also take on calls in relation to dental claims and inquiries, as well as providing dental coverage details including general breakdowns of the dental policies for the dentists.

While working at Nordia Inc. the bulk of my work was customer service oriented, however I also had the opportunities to work in the training department. At Nordia Inc. I have been working in the Bell mobility, Post-Paid services department for my entire time with the company starting July 2009. The bulk of that time was as a level 1, Client Care Representative.I took on a temporary role as an Associate trainer in the Post-Paid department for 9 months in 2010-2011.Nordia also held a small unit of Bell's Postpaid Escalation Resolution Team (Help Desk) which I sat on for a 6 month period before Bell took over the department entirely from Dec 2013-June 2014.I have worked as a level 2, Client Solutions representative, from July 2014. The Client Solutions role includes retention and loyalty. Priorities in that role were to retain the client when looking to cancel their services, to assist customers with their options for getting new mobile devices and when not able to satisfy those needs, client solutions agents, being level 2 agents, had the authority (and responsibility) to deactivate mobile lines.In June 2015, I had stepped up to level 3 position for Post-paid mobility as a Team Support representative, or supervisor, to the Client Solutions department. This role is similar to the role of the Escalation Resolution Team, with other responsibilities to help support the various teams within the department..