Customer Service Specialist, Group Retirement Services - 12 Month Term

Canada Life is dedicated to improving the financial, physical, and mental well-being of Canadians. The Customer Service Specialist will contribute to the administration of Group Retirement Services by maintaining records, responding to inquiries, and supporting plan members and partners, ensuring accurate record-keeping and service experiences for customers.

Responsibilities

• Complete plan and member maintenance in GPAS, including data updates, financial transactions, and reporting
• Respond to inquiries from plan members, advisors, brokers, and internal partners through phone and written channels
• Manage a daily block of business while maintaining service quality and deadlines
• Build positive, professional relationships with plan administrators, advisors, and plan members
• Handle sensitive or complex matters with care, accuracy, and confidentiality
• End‑to‑end processing of life events such as death and marriage breakdowns, including information gathering, clear communication, handling exceptions, and arranging payments
• Preparing standard and customized client reports, including Annual Information Returns, and responding to external auditor inquiries
• Supporting daily administration activities such as contribution processing, investment changes, benefit payments, basic reporting, and advisor support

Skills

• Strong analytical and problem‑solving skills, with the ability to follow documented processes and use available tools
• A customer‑focused mindset and a respectful, solutions‑oriented approach
• Clear and inclusive communication skills, both written and verbal
• Strong organizational skills with the ability to prioritize work and manage multiple tasks
• Ability to work independently while also contributing as part of a collaborative team
• Self‑motivation and adaptability in a dynamic, deadline‑driven environment
• Attention to detail and a commitment to producing high‑quality, accurate work
• Comfort using Microsoft Office tools, including Word and Outlook
• Strong Excel skills (e.g., formulas, pivot tables, VLOOKUPs; macros considered an asset)
• Knowledge of investment or retirement savings arrangements
• Familiarity with GRS products, processes, or related regulations
• Bilingual proficiency in French and English

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.

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