Story Behind the Need

• Business group: Retirement Services. Candidate will be supporting Retirement Services Team as a Customer Service Representative.
• Project: n/a supporting business as usual activated.

Candidate Value Proposition

• The successful candidate will have the opportunity work with a Canadian market leader.

Typical Day in Role

With the customer as the main focus, this role takes a proactive approach to every interaction, ensuring a high-quality experience. This role is in our Canada Retirement Member Contact Centre and is accountable for handling inbound requests from retirement plan members with questions ranging from providing information on accounts to assisting with web navigation, processing transactions and everything in between.

• Providing excellent customer service on approximately 30-40 (inbound) calls per day
• Initial point of contact for increasingly complex customer queries and requests
• Providing accurate and complete information about member retirement account(s)
• Assisting callers with website and app navigation
• Transaction processing and assistance with forms
• Contributions to a strong collaborative team
• Meet productivity and service targets (eg: AHT, schedule adherence, tNPS, QA, etc.)
• Remaining current with company policies, procedures, and processes

Candidate Requirements/Must Have Skills:

• Proficiency in English (verbal & written)
• 3-4 years of previous experience in a customer service/ administrative role
• Previous experience in an in-office/hybrid working arrangement
• Previous exposure to being measured against KPIs

Soft Skills

• Effective time-management skills *
• Ability to deal with a wide variety of personalities in a professional manner
• Positive relationship builder
• Ability to work independently and within a team
• People who assume responsibility and take ownership
• Ability to thrive in a lively working environment and manage multiple tasks*

Nice-To-Have Skills:

• Knowledge of Canadian retirement products is preferred but not required
• Some understanding of financial services concepts

Education:

Post-secondary education is preferred or equivalent work experience.