Client Support Representative, Pension Operations
2 weeks ago
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
_ Purpose_
The Client Support Representative, Pension Operations contributes to the overall success of the Medicus Pension Plan Operational Support Team, ensuring specific individual goals, plans, initiatives are executed in support of Medicus' business strategies and objectives.
This role is a key component of the overall Medicus operating model and is responsible for ensuring the effective execution of Medicus' operational processes to ensure an outstanding client experience.
The incumbent's unwavering focus in all activities they perform will be to provide the highest level of client service to existing and prospective Medicus clients.
_Accountabilities_:
- Provide stellar and personalized support to prospective Medicus Pension Plan members during enrolment and other key Pension Operations activities with the goal of maximizing enrolment rates and client satisfaction.
- Execute tasks and responsibilities with the utmost level of quality and due diligence always keeping in mind the impact an error may have on the client experience and client's trust in Medicus.
- Using their comprehensive knowledge of Medicus operational processes, this role will ensure effective execution of those processes and proactively identify, and escalate, any potential issues that may hinder the effective execution of those processes.
- Provide assistance and support to other operational areas of Medicus, as required, for any of their specific mandates.
- Ability to continuously learn and quickly adapt as policies and procedures change.
- Assist with identification, development and implementation of best practices and national standards for client support.
- Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Ability to work flexible hours in order to provide Canadawide hours of operation.
- Understand how the Bank's risk appetite and risk culture should be considered in daytoday activities and decisions.
- Actively pursue effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of daytoday business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Champion a highperformance environment and contributes to an inclusive work environment.
Reporting Relationships (Job Titles only)_**:
_ Dimensions_:
- High standards of performance, confidentiality, integrity, and a high degree of independent judgment
- Ability to work closely with senior leaders and teams across the Medicus Plan Management team, Global Wealth Management Operations, Canadian Wealth Management Sales, Global Wealth Engineering and other relevant areas of the Bank as may be required in order to ensure Pension Plan Members are serviced effectively and issues are properly handled and managed.
- This role requires an understanding of Pension administration best practices in a multiemployer pension plan environment, and related operational environments and best practices, along with managing risk prudently
- Understands, or will ascertain the implications of, operational decisions that may affect the growth prospects or operational and reputational risk of the Plan
- Draws on support from internal departmental sources across Medicus & Wealth Management Operations more broadly
- Identify issues, develop and implement recommendations, and exercise mature judgment in all dealings with Plan Members, internal audiences, as well as with external vendors and bodies such as regulatory authorities.
Education / Experience / Other Information (include only those that are specific to the role)_**Functional experience and competencies:
- Experience providing exceptional personalized client service, particularly via phone or video call interactions
- Experience demonstrating strong interpersonal, selfmotivation, presentation, communication, and written skills
- Pension Administration experience a strong asset
- Well organized, ability to meet deadlines
- Strong analytical, problemsolving, and reconciliation skills
- Ability to adapt to change
- Excellent teambuilding skills
- Ability to meet client service commitments and deadlines
- Be solution driven, resolution at first point of contact
- Knowledge of MS Office Tools
- Bilingualism is an asset
- 5+ years of experience
Education:
University Degree, College Diploma and/or professional accreditation (or relevant equivalents) and/or equivalent experience
Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Gui
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