Member Services Representative

What you’re passionate about

Providing exceptional customer service and creating a memorable customer experience is your ultimate goal. You have a knack for being patient and understanding while giving accurate and timely information to customers at all stages of their careers and lives. Whether in person, over the phone, or in writing, you find a way to turn complex information into something that’s easy to understand. You embrace change and are known for being curious. You enjoy being part of a busy team and take pride in a job well done, which means a happy customer and accurate documentation.

A typical day for the Member Services Representative

• Supporting members via in-person one-on-one sessions
• Answering member questions in a multi-channel contact centre environment
• Responding to incoming telephone inquiries     
• Responding to e-mails through pension plan-branded e-mail accounts      
• Processing activities related to contact with members (workflows, file notes, follow-ups and communication with other teams) as required    
• Using resources and seeking guidance from experts to supplement or confirm knowledge   
• Collaborating within a large team of peers and management     
• Providing education to members who at various stages of their lives and careers such as retirement, termination of employment, plan-to-plan pension transfers, death, and relationship breakdown

What you bring

• Certificate or diploma (in business or finance is desirable)      
• Work experience in an organization or financial institution where calculations are performed, following policies and procedures was important, and a customer focus exists      
• One to two years of contact centre experience is an asset       
• Aptitude for mathematical and financial concepts       
• Proficiency in Microsoft Office applications       
• Knowledge of specific benefits and pension plans is an asset
• Excellent communication skills, both written and verbal       
• Knowledge of pension rules and design is desirable     
• Completion of courses within the Pension Plan Administration Certificate (PPAC) program is an asset