Member Services Representative

5 months ago

Oakville, Canada Pension Benefit Fund in Oakville Full time

The Member Services Representative will work in Member Services unit within the Pension Benefits Department and will report to the Director of Pension Benefits, Pension Benefits Manager, Member Services Supervisor and Member Services Assistant Supervisor.

**Qualifications and Requirements**
- Minimum 2 years working in a customer service environment
- Multilingual; English, Italian, Portuguese, French, or Spanish is an asset
- Benefit Plan administration skills /experience is an asset
- Post-Secondary Education (University Degree or College Diploma is an asset)
- CEBS and / or PPAC certification is an asset

**Skills**:

- Strong verbal communication and business writing skills
- Strong task management skills
- Research and analytical skills
- Ability to problem solve and recommend solutions as well as implement and execute
- Strong micro-based computer skills (Microsoft Office)
- Promote quality improvement and teamwork
- Customer service skills
- Adherence to timelines

**Key Accountabilities**:

- Provide front line customer service to membership through phone calls, walk-ins, and online platform
- Having up front dialogue with members to identify needs and assist as necessary
- Assists Pensioners, Beneficiaries, and all other members or third parties who visit the Fund office
- Validate and maintain Member security through security questions and Privacy Authorization Form
- Process requests for Member History Printouts, Annual Benefit Statements and Beneficiary Designation Forms
- Process address changes for Active/Inactive/DP members via phone calls
- Promotes and provides support for online services; reset Passwords and requests for PIN Cards
- Process requests for WSIB Authorization forms from Active/Inactive/DP members
- Submit WSIB claim requests to WSIB or applicable workers Compensation Board
- Processing completed WSIB forms and grant WSIB hours
- Process requests to send Family Law Value Applications and cover letters to members and representatives
- Provides forms to members upon request
- Provides Pension Credits via phone calls and provides Pension Estimates / Projected Estimates reports to members upon request
- Processes additional tax requests from members (foreign and non-foreign)
- Provides Self-Pay forms and processing submitted self-pay requests
- Process returned mail by contacting members, adding to Equifax and suspension)
- Validate returned Signature Letters from members
- Perform reinstatement of Pensioners in reference to Signature Letters or address changes
- Reviews and validates received Power of Attorney documents received
- Verifies and grants Past Services credit as required
- Provides Money follows the worker forms upon request
- Provides Income Verification, Ineligible and Bankruptcy Letters
- Receive and process Beneficiary Death notifications
- Provides Annual Pension Adjustments reports for Contributing Employers
- Provides reprints for annual tax receipts
- Additional duties upon request
- We are an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, upon request, accommodation will be provided throughout the recruitment, interview and/or assessment process to applicants with disabilities._

**Job Types**: Full-time, Permanent

Pay: From $69,261.40 per year

**Benefits**:

- Dental care
- On-site parking
- Paid time off
- Vision care

Day range:

- Monday to Friday

Shift:

- 8 hour shift

Work Location: In person

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