Customer Service Representative

4 weeks ago

London, Ontario, Canada Canada Life Full time

Job Summary

Canada Life is seeking a highly skilled Customer Service Specialist to join our team. As a key member of our Group Retirement Services Administration team, you will be responsible for providing exceptional customer service to our clients and their plan members.

Key Responsibilities

  • Handle plan and member maintenance on the Group Pension Administration System (GPAS), including data updates, financial transactions, and reporting.
  • Respond to inquiries from multiple audiences, including plan administrators, brokers, advisors, and plan members.
  • Manage a block of business on a daily basis, fostering relationships with plan administrators, brokers, advisors, and plan members.
  • Handle sensitive and complex issues in a timely and accurate manner.
  • Be accountable for one or more of the following:
    • End-to-end handling of death and marriage breakdown transactions, including requirement gathering, communications, and making payments to or on behalf of plan members.
    • Standard and customized client reporting, including the completion of Annual Information Returns and responding to inquiries from external auditors.
    • End-to-end daily administration, including contribution processing, investment fund changes, payment of member benefits, basic reporting, and supporting advisors and plan administrators.

Requirements

  • Customer service focused with a positive can-do attitude.
  • Strong communication skills, both written and verbal.
  • Organized and able to work in a dynamic and changing environment.
  • Strong interpersonal skills, with the ability to work independently and as part of a larger team.
  • Self-motivated, with the ability to effectively multi-task and meet tight deadlines.
  • Ability and desire to produce quality work.
  • Fluency in Microsoft Office tools, including Word and Outlook, proficient in Excel.
  • Knowledge of investment/retirement arrangements and/or GRS business processes an asset.
  • Knowledge of rules and regulations as they relate to GRS products an asset.
  • Bilingual French/English an asset.

About Canada Life

Canada Life is a leading insurer with interests in life insurance, health insurance, investment, and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses, and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.

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