Bilingual Client Services Representative

4 weeks ago

Toronto, Ontario, Canada CAAT Pension Plan Full time

At CAAT, we're passionate about what we do. And it shows

Here, you'll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn't just feel different at CAAT. It is different. We're one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands. And we're just getting started. Driven by core values and a shared purpose, we're fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we'd love you to be a part of it.

About the Role:

The Bilingual Client Services Representative is integral to the success of the Service Delivery team, and to CAAT's guiding mission and growth strategy.

Reporting to the Manager, Client Services, the Bilingual Client Service Representative (CSR) will act as a front-line service provider and will be responsible for responding to member inquiries that can be diverse and complex. As part of Service Delivery team, you will provide accurate and timely information about the CAAT Plan benefits and provisions within established service standards, for members to make informed decisions.

As the Newest Member of our Team, You'll:

  • Act as a front-line service provider, responding to inquiries (via telephone, email, and in writing) that can be diverse and complex.
  • Correspond directly with stakeholders (i.e., members, employers, third parties) via letter and email ensuring responses are timely, accurate, and consistent.
  • Escalate complex cases to Pension Analysts for handling and informing the manager of call volumes and issues that may arise and maintain established service standards.
  • Function as an effective team player who participates in team meetings and events and is responsible for assigned workload.
  • Perform data entry and assist with the Pension Analyst's workload during times of high volume and/or reduced staffing (i.e., data changes, enrolments, etc.).
  • Participate in related projects as assigned by the Manager.

To Succeed, You Bring:

  • University degree and/or college diploma and/or a combination of equivalent training, education and experience.
  • Three (3) to five (5) years of experience in the customer service/pension/insurance/finance industry.
  • Strong proficiency in both written and spoken English and French is required.
  • Understanding of Canadian pension and tax legislation (ITA, PBA).
  • Experience working within a contact center environment is considered as an asset.
  • Excellent oral and written communication skills to communicate effectively and clearly through all client service delivery channels.
  • Excellent decision-making skills to handle a wide variety of questions from clients and provide accurate information promptly.
  • Excellent time management skills: ability to plan and prioritize workload as well as adaptability to a changing multi-tasked environment.
  • Strong interpersonal skills and ability to adapt to changing environments.
  • Proven ability to grasp and apply complex legislation to client queries for resolution of issues.

At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We're incredibly proud of our people and the remarkable impact they have as catalysts for change. We're committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you'll enjoy:

  • Opportunities to Build a Better You: We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.
  • Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered.
  • A Place to Collaborate and Win: We've built a lively environment where creativity and open communication thrive. It's why we're consistently recognized as one of 'Canada's Most Admired Corporate Cultures' , one of 'Greater Toronto's Top Employers' , and one of the 'Best Places to Work' .
  • Work that Truly Matters. You're giving Canadians the opportunity for better retirement security, and organizations the chance to do more.

If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.

Learn more about us by visiting

Diversity, Equity, Inclusion, and Belonging (DEIB):

DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.

CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at or call Human Resources at 416-673-9000 for assistance.

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