Customer Service Specialist (bilingual)

Canada Life is a company dedicated to improving the financial, physical, and mental well-being of Canadians. The Customer Service Specialist role involves providing administration services for group retirement products and requires proficiency in handling customer inquiries and maintaining accurate records.

Responsibilities

• Handling plan and member maintenance on GPAS, including data updates, financial transactions, and reporting
• Handling various inquiries, telephone calls etc. from multiple audiences
• The daily management of a block of business
• Fostering relationships with plan administrators, brokers, advisors and plan members
• Handling sensitive and complex issues in a timely and accurate manner
• End to end handling of death and marriage breakdown transactions (includes requirement gathering, communications, handling unusual situations and ultimately making payments to/on behalf of plan members)
• Standard and customized client reporting, including the completion of Annual Information Returns and responding to inquiries from external auditors
• End to end daily administration (including contribution processing, investment fund changes, payment of member benefits, basic reporting and supporting advisors and plan administrators)

Skills

• Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs
• Strong analytical skills; ability to pursue solutions using documented processes and tools available
• Customer service focused with a positive can-do attitude
• Strong communication skills - both written and verbal
• Highly organized with the ability to prioritize and execute a large variety of work
• Strong interpersonal skills with the ability to work independently and as part of a larger team
• Self-motivated with an ability to effectively multi-task in a fast-paced environment to meet tight deadlines
• Strong research and analysis skills with the ability and desire to produce quality work
• Strong problem solver with the motivation to seek out answers independently in a changing environment
• Fluency in Microsoft Office tools including Word and Outlook
• Strong proficiency in Excel (with experience creating formulas, pivot tables, macros, v-look up's etc.)
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment
• Knowledge of investment/retirement arrangements and/or GRS business processes an asset
• Knowledge of rules and regulations as they relate to GRS products an asset

Benefits

• 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 additional investment 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.

Company Overview