TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
TELUS Health Retirement Consulting practice brings over 60 years of experience and innovative thought leadership to pension & savings, actuarial, compensation and overall financial well-being consulting and outsourcing. Our purpose is to improve the financial wellbeing of individuals and the organizational resilience of employers and fiduciaries. We are also one of the largest pension plan administrators in Canada, serving over five million plan participants. We are a diverse organization with unparalleled capabilities for our clients and their people.Join our fantastic team of Defined Benefits (DB) Administration specialists in Retirement Consulting. We are proud to have experts located across the country who are passionate about assisting our clients in improving the financial well-being of their plan members. Our primary focus is administering DB pension plans and we offer a wide range of service models to ensure that we meet the unique needs of each client. If you are looking for a rewarding opportunity to make a positive impact on plan members’ financial well-being, this is the perfect role for you!
Here's the impact you'll make and what we'll accomplish together
As a Bilingual Customer Service Representative in Pension Administration, you'll be the trusted voice that guides plan members through some of their most important financial decisions. Your expertise will directly impact members' retirement security by ensuring their pension benefits are managed
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.
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 do
- Be 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 expertise
- Champion member experience by assisting with processing and explaining retirement, termination, purchases of service, and interfund transfers packages with precision and care
- Drive 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 manner
- Deliver insights that matter through regular and ad hoc reporting that helps consultants and clients make informed decisions
- Ensure data integrity by entering, updating, and auditing information while performing quality checks on all transactions
- Build strategic partnerships by liaising with consultants, trust companies, and investment managers to optimize client outcomes
- Stay ahead of the curve by keeping current with pension, tax, and securities legislation changes
- Grow your expertise through continuous learning opportunities and internal training sessions
- Exceed expectations by maintaining quality control and service standards that reflect TELUS Health's commitment to excellence
- Think like a client by understanding their perspective and priorities in every interaction
- Provide seamless support as backup for inbound member and client calls
- Contribute to innovation by participating in special projects that enhance our service delivery
You have...
- Bilingual excellence with strong written and oral communication skills in both English and French
- Educational foundation with a relevant university degree
- Customer service expertise with 1-2 years of experience in a customer-focused role, preferably in the pension industry
- Industry knowledge including foundational understanding of provincial pension and tax legislation
- Analytical mindset with excellent problem-solving skills and professional acumen
- Initiative and drive with a genuine desire to help clients find solutions
- Organizational excellence with strong communication and time management abilities
- Multitasking mastery with the ability to manage multiple assignments effectively
What you bring...
- Previous experience in customer service or call center roles
- Strong communication skills, both verbal and written
- Excellent problem-solving skills and attention to detail
- Ability to handle confidential information responsibly
- Ability to work in a team as well as independently
Nice to Have
- Technical proficiency with pension administration software and systems
- Proficiency in customer service software is a plus
- Knowledge of pension plans is beneficial but not required
- Industry credentials such as CEBS designation (completed or in progress)
- Specialized knowledge in group benefits, including DB and DC pension plans or group insurance
- Additional experience in financial services or pension administration
A bit about us
We’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.