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

  • Canada Life looks after retirement, investments, Estate Planning, Wealth Management, Investing for Children, Flexible Life Plans. It was founded in 1903, and is headquartered in Potters Bar, Hertford, GBR, with a workforce of 10001+ employees. Its website is https://www.canadalife.co.uk/.

 

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