Client Service Associate
$81,617–$81,617 year
On-siteToronto, Ontario, Canada
Job Summary
Engage with clients by asking probing questions, analyzing their circumstances, and proactively diagnosing issues to support decision-making. Complete client requests in real time while managing telephony queues to maintain service levels. Proactively contact members to educate them on the Public Service Pension Plan, explain options such as buybacks and transfers, and refer complex matters to Advisory Services. Participate in call reviews to evaluate performance metrics against standards and monitor inquiries to identify emerging trends. Collaborate with internal partners to recommend service delivery improvements and share knowledge for excellence.
Required Qualifications
- The Registered Retirement Associate (RRA) designation
- Broad knowledge of PSPP provisions
- Knowledge of pension standards legislation (e.g. Pension Benefit Act, Income Tax Act)
- Comprehensive knowledge of at least one pension life cycle event
- Working understanding of related financial and retirement planning concepts and products
- Extensive experience in providing client service
- Excellent communication skills, both written and oral
- Ability to explain complex subject matter to a wide variety of clients
- Ability to adjust communication style as required
- Ability to effectively identify and address difficult situations with tact, diplomacy and demonstrated empathy and resiliency
- Effective analytical and problem-solving skills
- Well developed and proven organizational and time management skills
- Adaptability to respond to changing call demands by demonstrating flexibility and resiliency
Desired Qualifications
- CEBS (GBA or RPA) certification
- PPAC certification
- Bilingualism (English/French)
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