Member Care Associate (Bilingual)

CAAT Pension Plan; Toronto; On-site; CAD 73,000 - 86,000; Full time

Benefits offered by this job

Total Rewards program

Flexible work arrangements

Wellness incentives

Defined benefit pension

Job summary

CAAT Pension Plan is seeking a Bilingual Member Care Associate to be the first point of contact for members. You will translate complex pension concepts into clear language and provide timely information on CAAT provisions, guiding members from enrolment to pensioner status.

The role requires a university degree or college diploma, three years in customer service or pension/finance, and fluency in English and French.

Qualifications

• University degree and/or college diploma or equivalent training/experience.
• Minimum 3 years in customer service/pension/insurance/finance.
• Strong English and French communication skills required.
• Experience in a contact center is an asset.

Responsibilities

• Serve as the first point of contact for member inquiries via telephone, portal and email.
• Guide members through their CAAT journey from enrolment to pensioner, providing real-time support.
• Identify when to refer members to internal partners for escalation and resolution.
• Participate in projects and continuous improvement with the Manager, Client Services.

Skills

Bilingual English/French

Customer service

Pension knowledge

Communication

Education

University degree or college diploma

Job description

At CAAT, we’re passionate about what we do. And it shows!Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different at CAAT. It is different. We’re one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands. And we’re just getting started. Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we’d love you to be a part of it.About the Role:We are seeking a Bilingual Member Care Associate to play an essential role as the first point of contact for CAAT Pension Plan members. The incumbent will provide exceptional service and guidance across all stages of the pension lifecycle.The Bilingual Member Care Associate will translate complex pension concepts into clear, accessible language, enabling members to make informed decisions with confidence. Additionally, the incumbent will respond to member inquiries that can be diverse and complex in nature, providing accurate and timely information about CAAT Pension Plan provisions within the established service standards.As the Newest Member of our Team, You’ll:Serve as the first point of contact responding to inquiries via telephone, portal and email.Guide members through their CAAT journey from plan enrolment to pensioner, providing real-time support.Identify when to refer members to internal partners for additional support, processing, or escalation and collaborate to facilitate a resolution.Review information updates provided by management to ensure knowledge level remains current and create or update template responses for members.Function as an effective team player who participates in team meetings and events and is responsible for assigned workload.Proactively identify value-add opportunities, providing accurate and timely information to support member decision-makingParticipate in related projects as assigned by the Manager, Client ServicesTo Succeed, You Bring:University degree and/or college diploma, or a combination of equivalent training, education, and experience.Minimum three (3) years of experience in the customer service/pension/insurance/finance industry.Experience in providing client service with an aptitude for building trusted client relationships and delivering exceptional service.Strong proficiency in both written and spoken English and French is required to communicate complex subject matter to a wide range of audiences.Understanding of Canadian pension and tax legislation (ITA, PBA).Experience working within a contact center environment is considered as an asset.Excellent oral and written communication skills to communicate complex subject matter to a wide range of audiences and adapt your style, as required.Excellent decision-making skills to handle a wide variety of questions from clients and provide accurate information promptly.Excellent time management skills: ability to plan and prioritize workload as well as adaptability to a changing multi-tasked environment.Strong interpersonal skills and ability to adapt to changing environments.Proven ability to grasp and apply complex legislation to client queries for resolution of issues.The target hiring salary for this position is $73,200.00-$86,100.00. Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you’ll enjoy:Opportunities to Build a Better You: We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered.A Place to Collaborate and Win: We’ve built a lively environment where creativity and open communication thrive. It’s why we’re consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’.Work that Truly Matters. You’re giving Canadians the opportunity for better retirement security, and organizations the chance to do more.If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.Learn more about us by visiting www.caatpension.ca/careersNo artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.Diversity, Equity, Inclusion, and Belonging (DEIB):DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at [e-mail] or call Human Resources at 416-673-9000 for assistance.Vacancy:This posting is for an existing vacancy