Senior Account Administrator, Pension Benefits

CIBC Mellon; London; On-site; CAD 45,000 - 60,000; Full time

Job summary

A financial services company in London, Ontario, seeks a professional to manage client inquiries and pension processing for approximately 60,000 pensioners. The role requires a community college degree and around 3 years of experience in a related area. Bilingualism in French is an asset. The position involves processing instructions, researching pension environments, and liaising with internal departments for effective client service.

Qualifications

• Approximately 3 years progressive experience in a related field.
• Knowledge of payroll procedures and legislative requirements.

Responsibilities

• Receives and resolves inquiries from pensioners and their representatives.
• Processes client instructions and daily lump sum files for pensioners.
• Researches current state of pensioner environment for client service team.
• Liaises with internal departments to resolve client issues.

Skills

Communication

Time management

Bilingualism in French

Education

Community College degree in business or finance

Job description

Responsibilities

• Receives incoming telephone enquiries, issues or concerns directly from pensioners, their family members, legal representatives, etc., providing contacts with requested information and problem resolution for standard, private, sensitive and complex account types directly or escalating as necessary
• Processes manual client instructions and daily lump sum files, through dedicated systems for approximately 60,000-75,000 pensioners /70-80 plan sponsors. Plan activities include new pensioner set ups, lump sum payments, ad hoc payment requests and pensioner maintenance. Follows up with clients on missing or unclear directions, escalates to Client Service Administrator if not resolved within administration team.
• Researches and supplies relevant information on current state of pensioner environment to Client Service Team and directly to incoming callers by maintaining current on regulatory, legislative, product, policy and procedural changes that will impact pension payments.
• Liaises with other CIBC Mellon internal departments (Client Service Team, Relationship Management, IPA, Fee Billing, Project Management and Information Delivery team ) to support the resolution of client enquiries, issues and concerns initiated outside of the Pension Benefits Operations group
• Provide effective desk coverage for absent co-workers
• Provide peer work verification ensuring processing accuracy and timeliness within established policies and procedures.
• Monitor assigned client inbox for incoming instructions and inquiries.
  
  

Qualifications

• Community College degree with focus on business, finance or equivalent training
• Bilingualism in French is an asset
• Approximately 3 years progressive experience in a related field
• Knowledge of payroll procedures and legislative requirements
• Communication; time management skills