Company Information:
CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.
We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.
We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.
Position Overview:
You will provide day-to-day support as well as issue and problem resolution directly to the members of our administered pension plans. This includes responding to incoming telephone calls to provide information, and to address and resolve issues regarding their pension plans and benefit disbursement. Your client interactions will help develop and sustain on-going business relationships with these pension plan clients by anticipating and identifying their needs and providing service excellence.
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.
Qualifications:
Specific Knowledge & Skills
- Post-secondary education
- 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
Working Conditions Unique to Job (i.e. Standard Office Environment)
- Must be available to work shifts between 8:30am to 6pm
- Call centre environment, with prolonged periods at workstation in contact with clients on the phone
CIBC Mellon's Values:
Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better
