Bilingual Pension Member Services Officer

Job Description:

The Department of Finance and Affordability is committed to Equity, Diversity, Inclusion and Accessibility. Our goal is to build a public sector workforce that reflects the diverse communities we serve and to promote welcoming, diverse, inclusive, respectful workplaces that are accessible to all. We welcome all interested individuals including Indigenous People, persons with disabilities, Black, racialized, ethnic and culturally diverse groups, as well as people regardless of their sexual orientation, gender identities, and gender expressions. Those looking for more information are invited to visit our Equity, Diversity, and Inclusion Policy.

Reporting to the Team Lead, Pension Administration Services & Communication, the Pension Member Services Officer plays a key frontline role as the first point of contact for pension plan members. This position requires strong judgement, attention to detail, and a high level of professionalism when working with sensitive and confidential information.

The Pension Member Services Officer may also provide a continuity of service in the absence of the Pension Calculation Officer.

Duties will include:

• Serve as the first point of contact for pension plan members by phone, email, mail, and in person
• Assess, respond to, and triage member inquiries using a broad knowledge of pension plan rules and procedures
• Provide accurate, clear, and timely information while judging when matters require escalation to specialized staff
• Manage challenging or sensitive interactions with professionalism, empathy, and sound judgement
• Accurately log, route, and track member requests in the pension Customer Relationship Management (CRM) system
• Assess applications and requests for completeness and follow up with members when information is missing
• Monitor your workload, set priorities, and ensure requests are progressing through the system
• Send standardized confirmations and updates to members within established service standards
• Provide technical support to members accessing and using the online Pension Portal
• Troubleshoot access issues, including registration and password resets
• Exercise strict identity verification procedures to protect sensitive member data
• Identify and escalate potential security or fraud risks in accordance with established procedures
• Produce and process all manual and system-generated pension correspondence
• Coordinate mail-outs to members, financial institutions, employers, and the Canada Revenue Agency (CRA)
• Prepare and track pension-related letters, applications, and supporting documentation
• Maintain tracking systems and follow up on outstanding action required

Minimum Qualifications:

• A post-secondary diploma in a related area with related experience.
• Demonstrated equivalencies will be considered
• Experience working in a highly-regulated environment.
• Experience using Microsoft Office applications (specifically Word, Excel and Outlook).
• Experience delivering IT support, including troubleshooting technical issues, assisting users with system navigation, and ensuring timely resolution of service requests.
• Experience working collaboratively in a fast-paced team setting, consistently applying analytical and problem-solving skills to prioritize and manage workload.
• Possess strong interpersonal skills required to effectively interact with individuals about sensitive and confidential information, with meticulous attention to detail, often under time constraints, with empathy.
• Completion of Pension Plan Administration Certificate (PPAC) – Introduction to Pension Plans (Part 1) or willing to complete within 2 years.
• This is a bilingual position. Advanced oral proficiency in English and French is required.
• Excellent written skills in English and French.

Other Qualifications

• Experience in benefit administration would be an asset.
• Experience working with customized software systems (e.g. Peoplesoft, Ariel, etc.) would be an asset.
• A Pension Plan Administration Certificate (PPAC) designation would be an asset.
• A Certified Employee Benefit Specialist Certificate (CEBS) designation would be an asset.
• Ability to think critically about information and make informed decisions about next steps.
• Demonstrated strong time management and organizational abilities, consistently meeting deadlines while adhering to procedures.
• Highly reliable with an excellent attendance record and strong work ethic is required

This posting may be used to fill future vacancies.

Please ensure the application clearly demonstrates how you meet the noted qualifications as applicants will be screened based on the information provided.  We would like to thank all applicants for their interest; however, only those who are selected for an interview will be contacted.

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