Customer Care Specialist

2 weeks ago

Toronto ON, Canada CAAT Pension Plan Full time

Our mission is to provide a secure, valuable, and sustainable workplace retirement solutions for Canadians. The Bilingual Client Services Representative is integral to the success of the Service Delivery team, and to CAAT’s guiding mission and growth strategy.

Reporting to the Manager, Client Services, the Bilingual Client Service Representative (CSR) will act as a front-line service provider and will be responsible for responding to member inquiries that can be diverse and complex. As part of Service Delivery team, you will provide accurate and timely information about the CAAT Plan benefits and provisions within established service standards, for members to make informed decisions.

University degree and/or college diploma and/or a combination of equivalent training, education and experience.
Three (3) to five (5) years of experience in the customer service/pension/insurance/finance industry.
Strong proficiency in both written and spoken English and French is required.
Understanding of Canadian pension and tax legislation (ITA, PBA).
Experience working within a contact center environment is considered as an asset.

Excellent oral and written communication skills to communicate effectively and clearly through all client service delivery channels.
Act as a front-line service provider, responding to inquiries (via telephone, email, and in writing) that can be diverse and complex.
Escalate complex cases to Pension Analysts for handling and informing the manager of call volumes and issues that may arise and maintain established service standards.
Perform data entry and assist with the Pension Analyst’s workload during times of high volume and/or reduced staffing (i.e., data changes, enrolments, etc.).
Participate in related projects as assigned by the Manager.

This includes, but is not limited to, your compensation, paid time off, health and dental benefits, wellness programs, wellness incentives, and (of course) a defined benefit pension plan.


~ At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.


~ We’ve consistently been recognized as one of Canada's Most Admired Corporate Cultures , as one of Greater Toronto's Top Employers , and one of the Best Places to Work .

Diversity, Equity, Inclusion, and Belonging:
Diversity, Equity, Inclusion, and Belonging (DEIB) at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.

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