Stage - Customer Support Representative

4 weeks ago

Toronto ON, Canada University Pension Plan Full time

Pension Services Representative (18-Month Contract)
UPP is the first pension plan of its kind in Ontario’s university sector, proudly serving over 39,000 members across four universities and 12 affiliate organizations. Our purpose is to bring greater retirement peace of mind to the university sector by investing with integrity and serving members with care. As a sector-wide plan designed for growth, our doors are open to all Ontario universities.
Together, we’re a team of progressive thinkers and agile doers operating within a fast-paced culture of collaboration and respect. Our culture is intentionally welcoming and purposefully rooted in equity, diversity, inclusion, and reconciliation (EDIR). As a long-term investor, we recognize that environmental, social and governance (“ESG”) factors support risk management and value creation. As stated in our Responsible Investing Policy , we are committed to incorporating ESG considerations into our investment management activities and we collaborate with other industry participants in the promotion of a sustainable economy and society. Join us in building a bright future for our members, our organization, and each other.
Reporting to the Manager, Client Experience, this is a fantastic opportunity for an experienced Customer Service professional to join a team of high performing professionals to make a great impact. This is an 18-month contract position and there are three positions available.
The Pension Services Representative will be involved in providing hypercare support to our members with respect to UPP’s new member portal.
This is a fixed-term contract that includes Benefits and a Pension. Health and Dental coverage
Health Spending Account
Lifestyle Spending Account
UPP is based in Toronto’s financial district and has a hybrid work model (~2 days / week in office).
UPP is uniquely positioned in its flexibility to build an internal foundation from the ground up. We approach this build thoughtfully and methodically, with a careful focus on building a strong base, operational efficiency and excellent member and employer experience. We are creating a digitally enabled service experience for our members.
Service Delivery
Deliver best-in-class service to our members.
Act as the primary point of contact for inquiries from members of the pension plan, specifically ensuring that members have a direct solution for any troubleshooting within the member portal and offer assistance with portal specific functionality.
Offer distinctive, exceptional pension service to all members.
Assist the member with any issues through to resolution, with a commitment to follow up and helping the member.
Pension Administration
As a front-line service provider to members, provide relevant, prompt, and accurate information by telephone and in writing.
Learn UPP’s new pension administration system in order to confidently assist members.
Ensure support is provided to members in order to resolve issues that may occur in the registration process.
Will escalate more complex issues to senior team members.
Lend support and expertise to the Pension Services team through learned experiences while supporting members.
When required, supporting other areas in Client Experience to ensure there is sufficient coverage to handle member inquires
Support the Client Experience Manager on special pension projects as needed such as member document imaging, proof of life/pensioner audit and locating missing members.
Completed college diploma or university degree with 1+ years of strong client service experience in the pension, insurance or financial services industry.
A passion for delivering a great pension experience from enrollment to retirement, with a proven ability to develop and maintain effective working relationships.
High emotional intelligence.
Self-motivated, flexible, and adaptable to changing priorities and new challenges.
Strong conflict resolution skills/ able to manage complaints and escalations from both members and employers.
No one at UPP is just a number (even if they are excellent at math) and every win is a shared win.
You’ll have the opportunity to work on unique, once-in-a-career projects that maximize your skill set and probably teach you some new ones—at any stage in your career.
Extended paramedical and mental health service coverage
Health care and lifestyle spending accounts
UPP enthusiastically welcomes applications from all qualified applicants and especially invites people with lived experience as an Indigenous person, a person with a disability or as a member of another Human Rights Code protected group that faces barriers to employment to apply.

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