Bilingual Customer Service Specialist

Canada Life; Toronto; On-site; CAD 51,000 - 76,000; Full time

Benefits offered by this job

Education reimbursement up to $2,000

Health and dental benefits

Mental health benefit up to $5,000

Volunteer day

Pension plan

Share ownership program

Employee discounts

Job summary

Canada Life is seeking a driven professional for Group Retirement Services Administration. You will support accurate record-keeping, administer GPAS records, and ensure high service standards while building strong relationships with clients and brokers.

Responsibilities include processing contributions, managing inquiries, and delivering timely reporting. A fast-paced environment rewards proactive, adaptable individuals committed to excellence.

Qualifications

• Bilingual (French and English) required.
• Strong organizational and analytical skills.
• Experience in group retirement services or pension administration preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication with members, plan administrators, and brokers.

Responsibilities

• Administer group saving plans and member records in GPAS.
• Serve as primary contact for inquiries via phone and email.
• Prioritize a defined block of business to meet service standards.
• Build relationships with internal and external stakeholders.
• Resolve complex issues with discretion and accuracy.
• Process contributions, investment changes, member payments, and routine reporting.
• Support advisors and plan administrators.

Skills

Bilingual: French and English

Organizational skills

Analytical thinking

Customer service focus

Education

Bachelor's degree in a related field

Tools

GPAS

Microsoft Office (Word Outlook Excel)

Job description

Permanent Full Time

We’re looking for a driven, career-minded professional who thrives on challenges and is energized by a fast-paced environment. In this role, no two days will be the same - you’ll juggle competing priorities, solve problems on the fly, and keep projects on track using your strong organizational skills and attention to detail.

You’ll be part of a team that moves quickly, supports one another, and celebrates success together. We value individuals who are proactive, adaptable, and committed to excellence - and we recognize and reward those who consistently bring their best.

This isn’t just another job - it’s an opportunity to build a meaningful career in an environment where your contributions are recognized, your ideas are encouraged, and your professional growth is a priority.

About the Role:

Group Retirement Services (GRS) Administration supports a wide range of group products, including RRSP, RPP, DPSP, TFSA, Investment Only, and non-registered plans. In this role, you will support accurate record-keeping and reporting for GRS customers while delivering a high standard of service.

You will become proficient in the Group Pension Administration System (GPAS) and GRS processes and apply your technical skills to solve problems and support customers.

This role is ideal for a customer-focused, detail-oriented professional who enjoys working in a fast-paced environment and building strong relationships.

What you will do:

• Administer and maintain group saving plan and member records within GPAS, ensuring the accuracy of data updates, financial transactions, and reporting outputs
• Serve as a primary point of contact for inquiries, managing phone and email communications with members, plan administrators, advisors, and brokers in a timely and professional manner
• Manage and prioritize a defined block of business, ensuring service standards and turnaround times are consistently met
• Build and sustain effective working relationships with internal and external stakeholders to support service delivery and client satisfaction
• Investigate and resolve complex and sensitive issues with accuracy, discretion, and adherence to established service expectations
• Execute daily plan administration activities, including contribution processing, investment fund changes, member benefit payments, and routine reporting.
• Provide ongoing support to advisors, consultants and plan administrators, ensuring efficient resolution of requests and operational needs.

What you will bring:

• Applies advanced analytical and strategic thinking to evaluate complex issues and drive effective, process-aligned solutions
• Builds and maintains trusted relationships with internal and external partners, including senior leadership
• Communicates with clarity, confidence, and professionalism across all levels of the organization
• Operates with a high degree of accountability, contributing both independently and as a collaborative team member
• Fosters a positive, results-driven team environment and supports organizational objectives
• Delivers high-quality results in a fast-paced, deadline-driven environment
• Demonstrates strong organizational discipline and the ability to oversee multiple initiatives simultaneously
• Navigates change effectively, demonstrating flexibility and resilience in evolving environments
• Leverages advanced Microsoft Office tools, Word, Outlook, Excel, to analyze data and support business insights
• Demonstrates knowledge of investment and retirement products, group retirement services operations, and regulatory frameworks to support compliant and effective service delivery
• Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs.
• Willingness to complete CEBS Fundamental Courses
• Reliability Status security clearance - this is a personnel security status that is required before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website

The base salary for this position is between $50,900 - $76,400 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.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver - for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annually towards education reimbursement.
• Health & Wellness:Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security:Company-matching pension plan,share ownership program and additionalinvestment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.