Customer Service Specialist

The Canada Life Assurance Company; London; On-site; CAD 46,000 - 73,000; Full time

Benefits offered by this job

Career development reimbursement

Health & wellness benefits

Volunteer day

Company pension & share ownership

Employee recognition programs

Job summary

Canada Life in London, ON is seeking a detail‑oriented, customer‑focused professional to support Group Retirement Services (GRS) Administration. You will advance accurate record‑keeping and reporting for RRSP, RPP, DPSP, TFSA and related plans while delivering high‑quality service.

You will learn GPAS, handle inquiries by phone and email, manage a defined block of business, and collaborate with advisors and plan administrators to ensure timely, compliant processing of contributions, fund changes

Qualifications

• Bilingual English and French is a strong asset.
• Proficiency with MS Office (Word, Outlook, Excel).
• Experience in customer service and administration preferred.
• Knowledge of investment and retirement products is advantageous.
• Willingness to complete CEBS Fundamental Courses.
• Reliability Status Security Clearance required.

Responsibilities

• Administer and maintain plan and member records in GPAS with accurate data updates and reporting outputs.
• Serve as primary contact for inquiries via phone and email to members, plan administrators, advisors, brokers.
• Manage a defined block of business, meeting service standards and turnaround times.
• Build relationships with internal and external stakeholders to support service delivery.
• Investigate and resolve complex issues with accuracy and discretion.
• Execute daily plan administration activities including contributions, investment fund changes, and routine reporting.
• Provide support to advisors and plan administrators to resolve requests and operational needs.

Skills

Bilingual English/French

Strong communication

Analytical thinking

Accountability & deadline driven

Security clearance readiness

Tools

Microsoft Office (Word, Outlook, Excel)

Job description

Select how often (in days) to receive an alert:

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 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
• Bilingual proficiency in English and French is a strong asset
• Willingness to complete CEBS Fundamental Courses
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.

The base salary for this position is between$ 45,900 -$ 72,600 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’reunited by a shared purpose: to improve the financial,physicaland mental well-beingof Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’relooking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers,communitiesand 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

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full‑time or part‑time permanent team member:

• Career Development: Opportunities for career advancement, access to industry‑leading learning programs and up to$2,000 annuallytowardseducation 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 andpersonal days,we support communityinvolvement with avolunteer day.
• Financial Security:Company-matching pension plan,share ownership program andadditionalinvestment options.
• Rewards and Recognition:Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis onCommunity:We provide aworkplace whereemployeesfeel connected and supported throughEmployee Resource Groups (ERGs),mentorshipprograms,socialclubsandevents.

We’recommitted 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 handledin accordance withapplicable laws and Canada Life policies.

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

#LI-Hybrid

Requisition ID: 7314

Category: Customer Service and Administration

Location

London, ON, CA Winnipeg, MB, CA

Date: Oct 29, 2026