Customer Service Specialist

Canada Life; Toronto; On-site; CAD 49,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Service Specialist to join their Group Retirement Services team. This permanent full-time role involves maintaining member records, managing inquiries, and providing exceptional service to plan administrators and members. The ideal candidate will possess strong analytical skills, a customer-first attitude, and proficiency in Microsoft Office, particularly Excel. This dynamic position offers the opportunity to thrive in a fast-paced environment while contributing to the effective administration of retirement plans. Join a company that values diversity and inclusion, and be part of a team that supports your professional growth.

Qualifications

• Strong analytical and problem-solving skills required.
• Ability to work independently and as part of a team.

Responsibilities

• Handle plan and member maintenance on GPAS.
• Manage a block of business daily and foster relationships.

Skills

Analytical Skills

Customer Service Focus

Communication Skills

Organizational Skills

Interpersonal Skills

Self-Motivated

Research and Analysis Skills

Problem Solving

Fluency in Microsoft Office

Excel Proficiency

Knowledge of GRS Processes

Bilingual (French and English)

Job description

Permanent Full Time

Group Retirement Services (GRS) Administration provides administration services for a variety of group products, including RRSP, RPP, DPSP, TFSA, Investment Only, and various non-registered plan types. In this role, you’ll contribute to the effective record-keeping and reporting for GRS customers. You must become proficient with the Group Pension Administration System (GPAS) and GRS processes.

Are you customer obsessed? Do you thrive in a fast-paced environment? Do you have a keen eye for detail, enjoy problem-solving, and seek out technical challenges? The Customer Service Specialist role is suited to a technically minded, customer-first individual who thrives on building relationships and providing expert solutions.

What you will do:

1. Handle plan and member maintenance on GPAS, including data updates, financial transactions, and reporting.
2. Handle various inquiries, telephone calls, etc., from multiple audiences.
3. Manage a block of business daily.
4. Foster relationships with plan administrators, brokers, advisors, and plan members.
5. Handle sensitive and complex issues in a timely and accurate manner.
6. Perform end-to-end daily administration, including contribution processing, investment fund changes, payment of member benefits, basic reporting, and supporting advisors and plan administrators.

What you will bring:

1. Strong analytical skills; ability to pursue solutions using documented processes and tools available.
2. Customer service focus with a positive can-do attitude.
3. Strong communication skills—both written and verbal.
4. Highly organized with the ability to prioritize and execute a large variety of work.
5. Strong interpersonal skills with the ability to work independently and as part of a team.
6. Self-motivated with the ability to effectively multi-task in a fast-paced environment to meet tight deadlines.
7. Strong research and analysis skills with the ability and desire to produce quality work.
8. Proactive problem solver with motivation to seek answers independently in a changing environment.
9. Fluency in Microsoft Office tools including Word and Outlook.
10. Strong proficiency in Excel (creating formulas, pivot tables, macros, VLOOKUPs, etc.).
11. Knowledge of investment/retirement arrangements and/or GRS business processes is an asset.
12. Knowledge of rules and regulations related to GRS products is an asset.
13. Bilingual in French and English is an asset.
14. Willingness to complete Retirement Plans primer courses.
15. Reliability Status security clearance, as required by the Government of Canada.

The base salary for this position ranges from $49,900.00 to $74,800.00 annually. This salary is exclusive of variable compensation components such as bonuses or commissions. Further details about our total rewards program will be discussed if you proceed in the recruitment process.

Applications will be reviewed on a rolling basis, with a minimum of 5 business days from the posting date. The closing date varies depending on search activity.

Be your best at Canada Life—Apply today!

Canada Life values diversity and inclusion, providing a workplace where all employees and customers are respected and supported. We are committed to removing barriers and providing equal access to employment opportunities. For accommodations during the application process, contact [e-mail].

Thank you for your interest; only qualified applicants will be contacted for an interview.