Bilingual Client Service Associate

Bilingual Client Service Associate

Client Services – Client Care Centre

Permanent Full-time

OPB’s Client Care Centre is a team of dedicated pension experts and client service professionals that deliver trusted and caring service to our members. As the first point of contact for in-person, telephone and email inquiries, the Client Service Associate has extensive knowledge of all pension life cycles and is responsible for guiding our members through OPB’s suite of resources to support them in navigating their journey from plan enrolment to retirement with confidence.

This is an excellent opportunity to demonstrate superior customer service skills and technical expertise in translating complex pension and financial concepts into easily understandable information, playing a key role in delivering the pension promise.

• Have excellent client relationship management skills, fully engage with clients by adopting a holistic view of client service and demonstrate commitment to the client experience by asking probing questions, performing analysis of their circumstances to gain a thorough and accurate understanding of their needs, proactively diagnosing client issues and opportunities, providing information to support decision-making and working collaboratively with trusted colleagues to facilitate resolution of complex or escalated cases.
• Complete client requests in real time where appropriate, identify when to refer the client to Advisory Services or other internal partners, and escalating sensitive matters/issues as required.
• Actively support management of telephony queues to ensure team service levels are maintained.
• Proactively contact members to introduce them to Ontario Pension Board and our services, educate clients on the value of the Public Service Pension Plan (PSPP) and explain options such as buybacks and transfers.
• Participate in call reviews and other applicable measurement tools on an ongoing basis to evaluate performance metrics against client service standards and protocols to ensure targets are met.
• Monitor client inquiries to proactively identify emerging issues and trends and continuously recommend changes to enhance client experience and operational efficiencies.
• Work with internal partners to recommend and implement changes to service delivery opportunities, share knowledge across the team, and promote service delivery excellence.
• Collaborate and build strong relationships within the organization.

• Candidates who have or are working towards one of the following certifications will be considered for a permanent role: RRA, CEBS (GBA or RPA) or PPAC. The Registered Retirement Associate (RRA) designation is required; OPB will support the successful candidate in working on the RRA during employment. Candidates without or not working towards a designation may be considered for a contract role up to one year.
• Bilingual in English and French, with strong verbal and written communication skills in both languages.
• Broad knowledge of PSPP provisions, pension standards legislation such as the Pension Benefit Act and Income Tax Act, and comprehensive knowledge of at least one pension life cycle event along with related financial and retirement planning concepts and products.
• Extensive experience in providing client service, desire to build superior client relationships, and enthusiasm for client contact.
• Enjoy a fast‑paced, client‑centric environment, thrive in real‑time service delivery, and possess excellent communication skills, both written and oral, with the ability to explain complex subjects to a variety of clients and adjust communication style as required.
• Ability to effectively identify and address difficult situations with tact, diplomacy, empathy, and resiliency.
• Effective analytical and problem‑solving skills to understand and navigate complex client matters, with proven organizational and time‑management skills to manage multiple tasks and priorities successfully.
• Strong desire for continuous learning, embrace a culture of teamwork, collaboration, and service excellence, adaptability, and flexibility in responding to changing call demands.

The base salary for this position starts at $81,617 (Step
1) with future potential up to $102,741 (Step
8). Candidates generally start at Step 1 salary. Placement in the range is based on skills, knowledge, experience, and internal equity, with consideration for how the candidate is developing, meets, or exceeds the role’s requirements.

Ontario Pension Board is an equal opportunity employer. OPB is committed to providing accommodation for people with disabilities in its recruitment process. OPB is committed to fostering a culture of diversity, equity and inclusiveness that reflects the diverse communities we serve.