Bilingual Client Services Representative, Pension Benefits
CIBC Mellon
Date: 1 week ago
City: Toronto, ON
Contract type: Full time
Responsibilities
- Responds to incoming telephone enquiries, issues or concerns from pensioners or their family members, legal representatives, etc., and provides the requested information and problem resolution for various account types
- Works with supervisor and other internal departments as necessary to support the resolution of client enquiries, issues and concerns in a timely manner
- Follows and adheres to all policies and procedures in order to provide consistent service and reduce risk to our pension clients and CIBC Mellon.
- Provides verbal and written responses to client, beneficiary, and representative enquiries detailing resolution or follow-up actions and conducts research for more complex inquiries as required
- Monitors and tracks call centre service levels to ensure that defined service level standards are maintained, and collaborates with management to address any identified issues which can help improve service levels
- Contributes to Recordkeeping initiatives and programs by providing process improvement recommendations regarding service issues, service enhancements, administration, etc.
- Post-secondary education
- Bilingualism is an asset
- 2 – 3 years of client services experience (Experience within the pension industry preferred)
- Strong time management as well as strong communication and Interpersonal skills (Both verbal and written)
- Knowledge of payroll procedures and legislative requirements are an asset
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