Customer Service Specialist

Permanent Full Time

Customer Service Specialist – Canada Life GRS – London, ON

Group Retirement Services (GRS) Administration provides administration services for a variety of group products, including RRSP, RPP, DPSP, TFSA, Investment Only and various non-registered plan types. In this role you’ll contribute to the effective record-keeping and reporting for GRS customers. You must become proficient with the Group Pension Administration System (GPAS) and GRS processes.

What you will do

• Handling plan and member maintenance on GPAS, including data updates, financial transactions and reporting
• Handling various inquiries, telephone calls etc. from multiple audiences
• The daily management of a block of business
• Fostering relationships with plan administrators, brokers, advisors and plan members
• Handling sensitive and complex issues in a timely and accurate manner
• Standard and customized client reporting, including the completion of Annual Information Returns and responding to inquiries from external auditors
• End-to-end daily administration (including contribution processing, investment fund changes, payment of member benefits, basic reporting and supporting advisors and plan administrators)

What you will bring

• Customer service focused with a positive can do attitude
• Strong communication skills - both written and verbal
• Organized and able to work in a dynamic and changing environment
• Strong interpersonal skills with the ability to work independently and as part of a larger team
• Self‑motivated with an ability to effectively multi‑task and meet tight deadlines
• Ability and desire to produce quality work
• Fluency in Microsoft Office tools including Word and Outlook, proficient in Excel
• Knowledge of investment/retirement arrangements and/or GRS business processes an asset
• Knowledge of rules and regulations as they relate to GRS products an asset
• Bilingualism (French/English) is an asset

Base salary for this position is between $48,400 and $72,600 annually. This represents base salary only and does not represent other variable compensation components of our total compensation (i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

What we offer

• Career Development: Opportunities for career advancement, access to industry‑leading learning programs and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well‑being.
• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security: Company-matching pension plan, share ownership program and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [email protected]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

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