Client Service Associate

Ontario Pension Board; Toronto; On-site; CAD 82,000 - 103,000; Full time

Benefits offered by this job

Support toward RRA certification

Equal opportunity employer

Career development opportunities

Job summary

Ontario Pension Board (OPB) is seeking a Client Service Associate to serve as the first point of contact for in-person, phone, and email inquiries within the Client Care Centre. You will guide members through PSPP lifecycles, translating complex pension concepts into clear information and delivering trusted service from enrolment to retirement.

The role emphasizes superior customer service, real-time issue resolution, and collaboration with internal partners to enhance client experience and

Qualifications

• RRA designation is required and the organization will support progress toward the credential.
• Broad knowledge of PSPP provisions and pension standards legislation (Pension Benefit Act, Income Tax Act).
• Extensive experience in providing client service with a focus on building strong client relationships.
• Excellent written and oral communication skills with ability to explain complex topics clearly.
• Bilingualism in English/French is considered an asset.

Responsibilities

• Ask probing questions; analyze clients’ circumstances to understand needs.
• Proactively diagnose issues and opportunities, providing information to support decision-making.
• Collaborate with colleagues to resolve complex or escalated cases.
• Complete client requests in real time and refer to Advisory Services when needed.
• Support management of telephony queues to maintain service levels.
• Proactively contact members to educate about OPB services and pension options.
• Participate in call reviews and performance measurement activities.
• Monitor inquiries to identify trends and suggest service improvements.
• Share knowledge and content to improve service delivery and cross-team collaboration.

Skills

Client service

Bilingual English/French

Communication skills

Analytical thinking

Education

Registered Retirement Associate (RRA)

CEBS (GBA or RPA)

PPAC

Job description

Client Service Associate

Client Care Centre – Client Services

Permanent Full-time & 1-year Contract

Level 6

About us:

The Ontario Pension Board (OPB) administers the Public Service Pension Plan (the PSPP), a major defined benefit pension plan sponsored by the Government of Ontario. With 100,000 members and $34.1 billion in assets, the PSPP is one of Canada’s largest pension plans. It is also one of the country’s oldest, successfully delivering the pension promise since the early 1920s.

About the role:

OPB’s Client Care Centre is a team of dedicated pension experts and client service professionals that deliver trusted and caring service to our members. As the first point of contact for in‑person, telephone and email inquiries, the Client Service Associate has extensive knowledge of all pension lifecycles and is responsible for guiding our members through OPB’s suite of resources to support them in navigating their journey from plan enrolment to retirement with confidence.

This is an excellent opportunity to demonstrate superior customer service skills and technical expertise in translating complex pension and financial concepts into easily understandable information, playing a key role in delivering the pension promise.

Key Responsibilities

• Ask probing questions; perform analysis of clients’ circumstances to gain a thorough and accurate understanding of their needs;
• Proactively diagnose client issues and opportunities, providing information to support decision‑making;
• Work collaboratively with trusted colleagues to facilitate resolution of complex/escalated cases.
• Complete client requests in real time where appropriate, identify when to refer clients to Advisory Services for decision‑making support or other internal partners for additional support or processing, escalating sensitive matters/issues as required.
• Actively support management of telephony queues to ensure team service levels are maintained.
• Proactively contact members to introduce them to OPB and our services, educate clients on the value of the Public Service Pension Plan (PSPP) and explain options (e.g., buybacks and transfers in).
• Actively participate in call reviews and other applicable measurement tools on an ongoing basis to evaluate performance metrics against client service standards and protocols to ensure targets are met.
• Monitor client inquiries to proactively identify emerging issues and trends, and continuously recommend changes to enhance client experience, as well as operational efficiencies and effectiveness.
• Work with internal partners to recommend and implement changes to service delivery opportunities, bridge knowledge across the team by sharing information and product knowledge and content for service delivery excellence.

Key Qualifications

• The Registered Retirement Associate (RRA) designation is required. OPB will support the successful candidate in working towards the RRA, which is a requirement for permanent employment. The following certifications would also be considered an asset: CEBS (GBA or RPA) or PPAC.
• Broad knowledge of PSPP provisions, pension standards legislation (e.g., Pension Benefit Act, Income Tax Act), as well as comprehensive knowledge of at least one pension life cycle event and a working understanding of related financial and retirement planning concepts and products.
• Extensive experience in providing client service complemented by a desire to build superior client relationships and enthusiasm and enjoyment for client contact.
• Enjoy a fast‑paced, client‑centric environment, thrive in real‑time service delivery. Excellent communication skills, both written and oral, with the ability to explain complex subject matter to a wide variety of clients and adjust communication style as required.
• Effective ability to identify and address difficult situations with tact, diplomacy, and demonstrated empathy and resiliency.
• Effective analytical and problem‑solving skills to navigate complex client matters/issues and take appropriate action.
• Well‑developed organizational and time‑management skills allowing management of multiple tasks and priorities.
• Strong desire for continuous learning, embrace a culture of teamwork, collaboration, and service excellence.
• Adaptable and able to respond to changing call demands by demonstrating flexibility and resiliency.
• Bilingualism (English/French) considered an asset.

Compensation

The base salary for this position starts at $81,617 with future potential of up to $102,741. Candidates generally start at Step 1 salary. A candidate’s placement in the range is based on skills, knowledge, experience, and internal equity, with consideration for how the candidate is developing, meets, or exceeds the role’s requirements.

Ontario Pension Board is an equal opportunity employer.