Customer Service Specialist

Permanent Full Time

Group Retirement Services (GRS) Administration provides administration services for a variety of group products, including RRSP, RPP, DPSP, TFSA, Investment Only and various non-registered plan types. In this role you’ll contribute to the effective record-keeping and reporting for GRS customers. You must become proficient with the Group Pension Administration System (GPAS) and GRS processes.

Are you customer obsessed? Do you thrive in a fast-paced environment? Do you have a keen eye for detail, enjoy problem-solving and seek out technical challenges? The Customer Service Specialist role is suited to a technically minded, customer-first individual who thrives on building relationships and providing expert solutions.

Reporting to the Associate Manager, you will be accountable for:

- Handling plan and member maintenance on GPAS, including data updates, financial transactions, and reporting
- Handling various inquiries, telephone calls etc. from multiple audiences
- The daily management of a block of business
- Fostering relationships with plan administrators, brokers, advisors and plan members
- Handling sensitive and complex issues in a timely and accurate manner

Based on your assignment within GRS you will be specifically accountable for one or more of the following:

- End to end handling of death and marriage breakdown transactions (includes requirement gathering, communications, handling unusual situations and ultimately making payments to/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)

Required competencies and behaviours:

- Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs.
- Strong analytical skills; ability to pursue solutions using documented processes and tools available
- Customer service focused with a positive can-do attitude
- Strong communication skills - both written and verbal
- Highly organized with the ability to prioritize and execute a large variety of work
- Strong interpersonal skills with the ability to work independently and as part of a larger team
- Self-motivated with an ability to effectively multi-task in a fast-paced environment to meet tight deadlines
- Strong research and analysis skills with the ability and desire to produce quality work
- Strong problem solver with the motivation to seek out answers independently in a changing environment
- Fluency in Microsoft Office tools including Word and Outlook
- Strong proficiency in Excel (with experience creating formulas, pivot tables, macros, v-look up’s etc.)
- 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

The base salary for this position is between **$49,900.00 minimum****:

- $74,800.00 maximum** annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Be your best at Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers 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 opportunit