Client Service Associate (Pensions) (Hybrid)

at  Ontario Pension Board

KEY QUALIFICATIONS:

• The Registered Retirement Associate (RRA) designation is required. OPB will support the successful candidate in working towards the RRA, which is a requirement for permanent employment. The following certifications would also be considered an asset: CEBS (GBA or RPA) or PPAC.
• You have broad knowledge of PSPP provisions, pension standards legislation (e.g. Pension Benefit Act, Income Tax Act), as well as comprehensive knowledge of at least one pension life cycle event and a working understanding of related financial and retirement planning concepts and products.
• Your extensive experience in providing client service is complemented by your desire to build superior client relationships and enthusiasm and enjoyment for client contact.
• You enjoy a fast-paced, client centric environment, and thrive in real time service delivery. You have excellent communication skills, both written and oral, with the ability to explain complex subject matter to a wide variety of clients and to adjust your communication style as required.
• You are able to effectively identify and address difficult situations with tact, diplomacy and demonstrated empathy and resiliency.
• You have effective analytical and problem-solving skills to understand and navigate complex client matters/issues and take appropriate action.
• You have well developed and proven organizational and time management skills which allow you to manage multiple tasks and priorities successfully.
• You have a strong desire for continuous learning, embrace a culture of teamwork, collaboration, and service excellence.
• You are adaptable and able to respond to changing call demands by demonstrating flexibility and resiliency.
• Bilingualism (English/French) considered an asset.

With your excellent client relationship management skills, you will fully engage with clients by adopting a holistic view of client service and demonstrate commitment to the client experience by:

• asking probing questions;
• performing analysis of their circumstances to gain a thorough and accurate understanding of their needs;
• proactively diagnosing client issues and opportunities, providing information to support decision-making; and
• working collaboratively with trusted colleagues to facilitate resolution of complex/escalated cases.
• Completing client requests in real time where appropriate, you will also identify when to refer the client to Advisory Services for decision making support, or other internal partners for additional support or processing, escalating sensitive matters/issues as required.
• You will actively support management of telephony queues to ensure team service levels are maintained.
• You will proactively contact members to introduce them to OPB and our services, educate clients on the value of the Public Service Pension Plan (PSPP) and explain options (e.g. buybacks and transfers in).
• You will actively participate in call reviews and other applicable measurement tools on an ongoing basis to evaluate performance metrics against client service standards and protocols to ensure targets are met.
• You will monitor client inquiries to proactively identify emerging issues and trends, and continuously identify and recommend changes to enhance client experience, as well as operational efficiencies and effectiveness.
• You will work with internal partners to recommend and implement changes to service delivery opportunities, bridge knowledge across the team by sharing information and product knowledge and content for service delivery excellence.