Pension Specialist, Client Services
Permanent Full-time (Hybrid)
The Ontario Pension Board (OPB) administers the Public Service Pension Plan (the PSPP), a major defined benefit pension plan sponsored by the Government of Ontario. With 100,000 members and $31 billion in assets, the PSPP is one of Canada’s largest pension plans. It is also one of the country’s oldest, successfully delivering the pension promise since the early 1920s. Learn more about OPB.
Our Pension Specialists are a team of dedicated professionals that deliver trusted and caring service to our clients. Reporting to a Client Service Manager, this opportunity offers you the ability to develop and apply extensive pension lifecycle knowledge in a supportive and collaborative work environment within a purpose-driven organization.
Key Responsibilities:
• As a Pension Specialist, you will provide exceptional client service, through various channels of communication, based on your analysis of information and the determination of client eligibility, options and benefits.
• While maintaining established service standards you will process a variety of complex transactions and will ensure all applicable legislation and OPB policies, procedures and practices are followed.
• In your commitment to client service excellence, you will play a central role in continuously enhancing the service experience for our clients by assisting them to make informed decisions and to receive the appropriate options and entitlements under the Plan provisions.
• Working within a team, you will support the development and enhancement of internal operational processes with a focus on efficiencies and client satisfaction.
• You proactively share information with colleagues and participate in making recommendations for continuous enhancements on emerging issues and overall improved client and stakeholder service delivery.
• You apply judgement and identify client situations that may require an advisory referral.
• You apply solid prioritization skills in managing your work and identify client service delivery risks, keep our promises, and provide recommendations to help mitigate the situation
• You participate in peer training to support knowledge transfer, ensure accuracy and promote consistency in service delivery.
• You will participate in projects and initiatives by providing life cycle expertise, testing and post-deployment support
• You maintain up to date knowledge of any changes in legislation, policy, or procedure to ensure accuracy of information and information-sharing and knowledge transfer between team members.
• As a key member of the Client Services team, you will also provide call support as operationally required to maintain client service excellence.
Qualifications:
• You are passionate about delivering superior, cost-effective service to clients and stakeholders.
• You have a strong working knowledge and hands-on experience in providing pension administration services and have a desire to expand your pension knowledge. In addition, your experience includes dealing with clients in the financial services sector.
• You have a strong background in processing client transactions in accordance with established best practices/policies.
• You have excellent communication and interpersonal skills, both written and oral, with the ability to explain technical information to a wide variety of clients and internal business partners, adjusting your communication style as required.
• Your familiarity with federal tax legislation and the Pension Benefits Act is supported by a strong understanding of the pensions industry.
• You possess sound judgement, are resourceful and a quick learner; with strong analytical and problem-solving skills; can navigate complex or non-standard client transactions and ask questions to build understanding and mitigate risk.
• Your time management and organizational skills allow you to work effectively and proactively to resolve client issues while paying close attention to transaction service levels and you are committed to high quality work through consistency and accuracy.
• You are self-directed but recognize the importance of relationship building within your team as well as with those across the organization. With a strong desire to learn, you embrace a culture of teamwork, collaboration, and a passion for service excellence.
Please submit your resume if you are interested in this exciting opportunity.
The competition will remain open until a successful candidate is selected or until the competition is closed.
This competition is open to all employees of OPB and has been posted on LinkedIn.
OPB is committed to providing accommodation for people with disabilities in its recruitment process.
Please advise OPB if you require an accommodation and we will work with you to meet your needs.
OPB is committed to fostering a culture of diversity, equity and inclusiveness that reflects the diverse communities we serve.
We welcome and encourage applications from those who may contribute to the further diversification of ideas.
Candidates being considered for this position will be required to submit to a background screening.
We thank all applicants, however, only those selected for an interview will be contacted.