Bilingual Pension Customer Service Representative

TELUS Health; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Minimum 3 weeks of vacation

Flexible benefits plan

Generous company matched pension

Career growth opportunities

Job summary

TELUS Health in Toronto, Canada is looking for a dedicated team member for pension administration. This role involves assisting plan members with inquiries and maintaining high-quality service standards. Ideal candidates should possess strong communication skills, fluency in both French and English, and a customer-first mentality. A college diploma in a related field is considered an asset. The compensation ranges between $45,000 and $60,000 annually, with flexible working options and a comprehensive benefits package.

Qualifications

• Strong communication and organizational skills needed.
• Outstanding customer focus required.
• Fluency in French and English mandatory.

Responsibilities

• Provide high-quality service to plan members via telephone.
• Address inquiries and requests from plan members.
• Utilize membership databases and internal software systems.

Skills

Strong communication skills

Organizational skills

Outstanding customer focus

Fluency in French and English

Education

College diploma in a related discipline

Tools

Microsoft Excel

Microsoft Word

Database operations

Amazon Connect

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Join our team

TELUS Health Retirement Consulting brings 60 years of experience and innovative thought leadership to pension & savings, actuarial, compensation and overall financial well-being consulting and outsourcing. Our purpose is to improve financial outcomes for individuals while managing costs and risks for organizations by leveraging specialized knowledge, experience, technology and data. We are also one of the largest pension plan administrators in Canada, serving over five million plan participants. We are a diverse organization with unparalleled capabilities for our clients and their people.

Here’s the impact you’ll make and what we’ll accomplish together

You will become part of a collaborative and expanding team dedicated to facilitating the administration of pension plan windups for companies facing insolvency or bankruptcy. This dynamic group comprises administrators, actuaries, legal professionals, and investment consultants. The role offers a unique opportunity to develop expertise within a highly specialized area of pension plan administration.

How you will support the team’s success

Consistently providing professional, high-quality service to plan members via telephone.

What You’ll Do

• Address routine inquiries and requests from plan members (inbound and outbound calls).
• Utilize membership databases and internal software systems (e.g., Harmony).
• Review membership data using custodian databases.
• Conduct research to respond accurately to member questions concerning their pension plans.
• Process information submitted by plan members through internal databases and information systems.
• Assist senior teammates with plan member searches.
• Participate in special projects as needed.
• Follow directions from and provide support to senior team members.
• Attend internal training sessions to expand industry knowledge and stay informed about trends.
• Uphold quality control and service standards in every transaction.
• Observe internal risk management policies.

You have

• Strong communication and organizational skills.
• Outstanding customer focus complemented by a high level of professionalism.
• Capability to work independently.
• Fluency in French and English is required.

What You Bring

• Dedicated team contributor, who demonstrates initiative and autonomy.
• Effective collaborator within a team environment.
• Proactive problem-solver committed to continuous improvement of processes and outcomes.

Nice to haves

• College diploma in a related discipline is an asset.
• Experience with Defined Benefit (DB) or Defined Contribution (DC) pension plans is advantageous.
• Background in call centers.
• Proficiency in Microsoft Excel and Word, along with confidence in database operations.
• Previous experience in a call centre or customer service setting.
• Familiarity with pension administration systems or databases.
• Experience with Amazon Connect.

Salary Range

$45,000 - $60,000. Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We’re open to discussing competitive compensation packages tailored to your experience level and expertise.

Benefits

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family.
• Flexibility to work in-office, virtually or a combination of both.
• Generous company matched pension.
• Opportunity to give back to communities in which we work, live and serve.
• Career growth and learning & development opportunities to develop your skills.
• And much more.

Job Type

This is a current vacancy. Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners) and internal parties. Work with IT tools whose interface is only accessible in English as part of this position’s main responsibilities given its national scope.

A Bit About Us

We’re a people‑focused, customer‑first, purpose‑driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.