Client Service Associate

Client Service Associate

Client Care Centre – Client Services

Permanent Full-time & 1-year Contract

Level 6

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 $34.1 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.

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.

• Ask probing questions; perform analysis of clients’ circumstances to gain a thorough and accurate understanding of their needs;
• Proactively diagnose client issues and opportunities, providing information to support decision‑making;
• Work collaboratively with trusted colleagues to facilitate resolution of complex/escalated cases.
• Complete client requests in real time where appropriate, identify when to refer clients to Advisory Services for decision‑making support or other internal partners for additional support or processing, 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 OPB and our services, educate clients on the value of the Public Service Pension Plan (PSPP) and explain options (e.g., buybacks and transfers in).
• Actively 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, as well as operational efficiencies and effectiveness.
• Work with internal partners to recommend and implement changes to service delivery opportunities, bridge knowledge across the team by sharing information and product knowledge and content for service delivery excellence.

• The Registered Retirement Associate (RRA) designation is required. OPB will support the successful candidate in working towards the RRA, which is a requirement for permanent employment. The following certifications would also be considered an asset: CEBS (GBA or RPA) or PPAC.
• Broad knowledge of PSPP provisions, pension standards legislation (e.g., Pension Benefit Act, Income Tax Act), as well as comprehensive knowledge of at least one pension life cycle event and a working understanding of related financial and retirement planning concepts and products.
• Extensive experience in providing client service complemented by a desire to build superior client relationships and enthusiasm and enjoyment for client contact.
• Enjoy a fast‑paced, client‑centric environment, thrive in real‑time service delivery. Excellent communication skills, both written and oral, with the ability to explain complex subject matter to a wide variety of clients and adjust communication style as required.
• Effective…