Customer Service Representative

1 month ago

Canada CAAT Pension Plan Full time

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

Comprehensive & Holistic Care
Our all-encompassing employee programs are designed to cater to every aspect of your life and wellbeing, ensuring you feel cherished and valued. 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.

The Client Services Representative is integral to the success of the Service Delivery team, and to CAAT’s guiding mission and growth strategy. Acting as a front-line service provider, this role will be responsible for responding to member inquiries that can be diverse and complex in nature. As part of our Service Delivery team, they will provide accurate and timely information about the CAAT Plan benefits and provisions within established services standards, for members to make informed decisions.

A 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.
Understanding of Canadian pension and tax legislation (ITA, PBA).
Experience working within a contact center environment.

Excellent oral and written communication skills to communicate effectively and clearly through all client service delivery channels.
Proficiency in written and spoken French is a strong asset.

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.


The success of our company is dependent on fostering a culture of embracing diversity, equity, and inclusion in everything we do. 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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