Bilingual Customer Service Representative - Pension Administration
- Canada
- Permanent
- Temps-plein
accurately and efficiently. You'll help demystify complex pension processes, provide peace of mind through clear communication, and contribute to TELUS Health's mission of improving health outcomes - including financial health - for all Canadians.What you'll doBe the helpful voice members and clients rely on. This is the primary responsibility of the role and is accomplished by responding to inquiries (live calls, voicemails and electronic communications) with empathy and expertiseChampion member experience by assisting with processing and explaining retirement, termination, purchases of service, and interfund transfers packages with precision and careDrive accuracy through maintaining tracking systems with accurate and detailed logs on member interactions, and by ensuring our client team’s inboxes are well managed and member’s inquiries are processed in a timely and complete mannerDeliver insights that matter through regular and ad hoc reporting that helps consultants and clients make informed decisionsEnsure data integrity by entering, updating, and auditing information while performing quality checks on all transactionsBuild strategic partnerships by liaising with consultants, trust companies, and investment managers to optimize client outcomesStay ahead of the curve by keeping current with pension, tax, and securities legislation changesGrow your expertise through continuous learning opportunities and internal training sessionsExceed expectations by maintaining quality control and service standards that reflect TELUS Health's commitment to excellenceThink like a client by understanding their perspective and priorities in every interactionProvide seamless support as backup for inbound member and client callsContribute to innovation by participating in special projects that enhance our service deliveryYou have...Bilingual excellence with strong written and oral communication skills in both English and FrenchEducational foundation with a relevant university degreeCustomer service expertise with 1-2 years of experience in a customer-focused role, preferably in the pension industryIndustry knowledge including foundational understanding of provincial pension and tax legislationAnalytical mindset with excellent problem-solving skills and professional acumenInitiative and drive with a genuine desire to help clients find solutionsOrganizational excellence with strong communication and time management abilitiesMultitasking mastery with the ability to manage multiple assignments effectivelyWhat you bring...Previous experience in customer service or call center rolesStrong communication skills, both verbal and writtenExcellent problem-solving skills and attention to detailAbility to handle confidential information responsiblyAbility to work in a team as well as independentlyNice to HaveTechnical proficiency with pension administration software and systemsProficiency in customer service software is a plusKnowledge of pension plans is beneficial but not requiredIndustry credentials such as CEBS designation (completed or in progress)Specialized knowledge in group benefits, including DB and DC pension plans or group insuranceAdditional experience in financial services or pension administrationA bit about usWe’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.