Customer Service Specialist

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

Benefits offered by this job

Education reimbursement up to $2,000/年

Health & Wellness benefits

Volunteer day

Pension plan with employer match

Employee discounts

Job summary

Canada Life, a leader in group retirement services, seeks a detail-oriented professional for GPAS administration and client support. You will manage records, respond to inquiries, and coordinate with plan administrators and brokers to ensure accurate data, timely transactions, and high service standards.

Ideal candidates bring strong analytics, relationship-building, and communication skills, with proficiency in Word, Outlook, and Excel.

Qualifications

• Demonstrates advanced analytical and strategic thinking to evaluate complex issues.
• Builds and maintains trusted relationships with internal and external partners.
• Communicates with clarity, confidence, and professionalism across all levels.
• Operates with accountability, both independently and in a team.
• Fosters a positive, results-driven environment and supports organizational objectives.
• Bilingual English/French is a strong asset.

Responsibilities

• Administer and maintain plan and member records within GPAS, ensuring accurate data and reporting outputs.
• Serve as primary contact for inquiries via phone and email with members, plan administrators, advisors, and 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: contributions, investment fund changes, and benefit payments.
• Provide ongoing support to advisors and plan administrators for efficient issue resolution.

Skills

Analytical thinking

Relationship building

Communication

Team collaboration

Adaptability

English-French bilingual

Tools

Word

Outlook

Excel

Job description

Permanent Full Time

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).

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.

Learn more about Canada Life.

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.