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The Member Services team within Plan Operations provides excellent service to HOOPP members by offering education and guidance on the value of the plan, responding to inquiries, and helping to solve pension‑related issues. Within the team, the Senior Specialist acts as a subject‑matter expert when troubleshooting complex cases and works with other business units to bring product knowledge and understanding to various projects and initiatives for Member Services.
The Senior Specialist is a front‑line service provider, delivering accurate, relevant, and timely information about pension benefits and assisting members through personal life events. Responsibilities include educating members on the value of their HOOPP pension, responding to queries, processing event transactions, following up on expected or outstanding member‑related information, and ensuring all inbound and outbound calls and work are addressed promptly.