Multiple Positions Available

The opportunity

We are looking for experienced contact centre professionals to join our forward-looking assisted service team, renowned and appreciated by our members. You will be working with a hardworking diverse team passionate about delivering outstanding service to our members without compromising quality or customer experience.

Our goal is to help you develop the required skills and knowledge during your first year as a Pension Benefit Specialist Associate (PBSA) to work independently and achieve quality benchmarks, to progress to a full-time permanent role as a Pension Benefits Specialist.

Who you'll work with

This role reports to the Manager, Member Experience-Pensioner Experience.

What you'll do

In this associate year, you will actively participate, provide feedback and demonstrate proficiency to Senior PBS and Trainers during independent learning activities, one-on-one working sessions and virtual classroom training.

• Provide customer service answering direct inquiries (phone, e-mail, web, written), under the supervision of a Team Coordinator, then independently, to plan members, pensioners, survivors, other beneficiaries and third parties.

• Interpret and assess client needs, eligibility requirements, critical issues, reporting requirements and write-offs.

• Review client files, assess eligible benefit scenarios, provide counselling, web support and perform benefit calculations during the point of contact.

• Meet with clients in person for one-on-one interviews / appointments.

• Respond to member e-mail and mail inquiries regarding benefit questions, general pension questions, requests for web support and updates to personal information.

• Communicate benefit eligibility and requirements.

What you'll need

• Excellent analytical and critical thinking skills.

• Excellent interpersonal, listening and observation skills.

• Excellent ability to communicate effectively, both verbally and in writing, employing financial literacy, call control, re-direction, de-escalation and journey management.

• Technical aptitude, including ability to adapt to the evolution of information management and new tools

• A growth mindset to learn demonstrated by the implementation of feedback received, curiosity and drive for improvement.

• Professionalism demonstrated by reliable attendance, commitment to assignments, and inclusive approach to teamwork. Flexibility, dependability, tact and diplomacy are required.

• Agility to work effectively in a high-pressure contact centre environment while maintaining a high standard of productivity, accuracy and timeliness.

• Relevant university degree and client service experience required.

• Pension Plan Administration Certificate preferred

#LI-RM1

#LI-Hybrid