Pension Benefits Specialist
6 months ago
The opportunity
To provide complete information and a full spectrum of services relating to pensions and other benefits administered by the Board.
Who you'll work with
This role will report to the Manager, Member Experience.
What you'll do
Provides timely, accurate and complete range of information relating to all entitlements under programs administered. Processes pertinent information according to client's qualifications for a benefit.- Applies policies and procedures- Uses judgement in deciding issues and recommending/taking appropriate action within specific parameters- Verifies pertinent information and determines best and/or alternative solution- Maintains up-to-date knowledge and data and servicecs provided through the web- Uses a variety of presentation media and methods- Receives and/or assists clients in preparation of all documents mandated by the relevant legislation and/or policies or regulations- Completes all documents required for issuing of a pension payment or any other benefit- Other duties as assigned
What you'll need
Customer Service- Takes the time necessary to verify information and understand the rationale and logic of a client's request- Shares with the client the logic and the regulations - providing a most complete reply within the parameters of the pertinent legislation, regulations and policies which may sometimes differ from the clients desired solution- Assists co-workers with understanding of the processing, interpretation of legislations, and information that clients request- Discovers the real issue of the client's concerns even if their questions are vague - by asking probing and open ended questions- Works diligently on problems for clients including determination of alternative solutions and follows up to ensure action is taken (involves other Board persons only when required)- Shares plan information with those who call- Responds to the client and makes them aware of alternatives- Shares with customers the avenues explored in investigating a problem or coming to a conclusion- Returns calls to customer on the same day and at an appointed time- Applies extra effort when working with a client who is under stress or confused - by making an extra phone call, following up on delivery of a cheque, etc.- Says "I don't know" and sets a specific time to get back to a client once the accurate answer is ascertained- Shares information and goes into greater details than what the client asked for, in order to ensure the client is aware of their options and has a most complete set of information- Is professional and efficient in representing the fund to ensure long term viability.
Communications- Listens with patience and persistence to ensure they hear the true concern of the client- Defines the decisions for the client in terms the client will understand- Asks questions beyond the file request, digging into the file and ensuring they have the necessary information to close the file at the end of the call- Responds only with information which is correct- Works diligently in a highly repetitive environment responding to every call of the day as if it was the first call of the day- Tests solutions with the clients making certain the solution corresponds to their request- Asks co-workers direct questions in effort to meet their request for assistance- Challenges others' understanding of information, playing "devil's advocate" to help them understand the rationale behind decisions, so they can better serve clients- Asks questions of teachers and pensioners with confidence, building trust- Uses a variety of presentation media during speaking engagements such as slides, videos, overheads and computer driven presentations- Prepares presentations to teachers according to information concerning attendees- Prepares for speaking presentations by making "mock" presentations to internal staff who have recently made outside presentations and other knowledgeable Pension Board staff- Involves the audience in presentations and is flexible to modify the style, content or focus in order to meet their needs for information and trust in the Pension Board- Confirms in writing commitment made in conversations to clients- Composes letters using "smart letter" which fit the specific nature of the call, including all details and directly answering the questions or concerns in simple non-jargon terms- Takes notes while listening to the clients and conveys the information back to them, confirming accurate understanding of the facts
Focus on Results- Co-ordinates own time schedules to ensure correct setting of priorities and completion of work occurs according to pre-set standards- Sets and reviews their own work daily allowing the system to alter priorities- Works with clients when system is down gathering and capturing information and taking own notes for later input - doesn't allow the system being down to be an excuse not to work- Works according to time lines established by supervisors- Enjoys work
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