Client Services Representative
2 weeks ago
Our mission is to provide a secure, valuable, and sustainable workplace retirement solutions for Canadians. At CAAT, we live our values of integrity, impact, and teamwork every day.
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.
We are looking for someone with:
- 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.
The successful candidate will demonstrate:
- Excellent oral and written communication skills to communicate effectively and clearly through all client service delivery channels.
- Excellent decision-making skills to handle a wide variety of questions from clients and provide accurate information promptly.
- Excellent time management skills: ability to plan and prioritize workload as well as adaptability to a changing multi-tasked environment.
- Strong interpersonal skills and ability to adapt to changing environments.
- Proven ability to grasp and apply complex legislation to client queries for resolution of issues.
- Flexibility in scheduling as required based on business requirements.
- Proficiency in written and spoken French is a strong asset.
Once here you will:
- Act as a front-line service provider, responding to inquiries (via telephone, email, and in writing) that can be diverse and complex.
- Correspond directly with stakeholders (i.e., members, employers, third parties) via letter and email ensuring responses are timely, accurate, and consistent.
- 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.
- Function as an effective team player who participates in team meetings and events and is responsible for assigned workload
- 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.
Step into CAAT - where your work is both rewarding and meaningful, growth is a constant, fun is the way we roll, and your impact is real If you meet most of the criteria above, we would love to connect with you.
Our commitment to you as a CAATster:
We're about growing together and creating impact in a collaborative and caring environment
- Comprehensive & Holistic Care: Your dedication deserves appreciation At CAAT, we celebrate the complete you, prioritizing your well-being above all. Our all-encompassing employee programs are designed to cater to every aspect of your life and well-being, ensuring you feel cherished and valued. We provide a competitive Total Rewards program based around your physical, mental, and financial wellness. 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.
- Growth Opportunities: Embrace a vibrant, ever-evolving environment at CAAT, where growth is not just a goal, but our way of life We're expanding and transforming constantly, which means endless opportunities for you to adapt, innovate, and learn. As we grow, so do you. Let's make a difference together
- A Culture of Collaboration and Fun: We're a team that works, grows, and celebrates together. At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.
- Making a Difference, Together:We're on a mission to secure a better future for Canadians. Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact. Work that truly counts
But don't just take our word for it 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.
Learn more about us by visiting
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. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.
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. Should any applicant require accommodation through the application processes, please contact us at or call Human Resources at for assistance.
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