Call Centre Representative, Pension Administration

WTW benefit consultants have deep experience working with organizations of all types and sizes. We've worked closely with clients to develop some of the most advanced benefit design techniques currently in use. We combine expertise in retirement and investment consulting to support organizations worldwide in designing, managing, administering and communicating all types of retirement plans.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

• Respond professionally to customer inquiries/complaints received via phone or e-mail and ensure that appropriate action is taken, including follow up
• Research participant questions and plan issues
• Maintain complete and accurate case notes
• Work closely with other customer service representatives and client representatives
• Complete special projects as needed
• Communicate on a proactive basis
• Participate in team meetings and training
• Read and understand the client's plan documents, amendments, etc.
• Follow procedures and guidelines
• Able to comfortably question the customer in an encouraging manner so as to affect a positive relationship and establish a comfort level to gain the customer's confidence
• Possess the ability to analyze and solve problems in a changeable work environment
• Possess a cooperative and positive attitude towards customers and team members
• Drive first call resolution while recognizing barriers to excellent service and work towards eliminating them
• Ability to multitask, prioritize and manage time effectively
• Adhere to assigned schedule during breaks, inbound and outbound calls
• Demonstrate strong listening, questioning and call control technique

The Requirements

• Excellent ability to communicate effectively with a strong customer service focus
• Strong mathematical and personal computer skills
• Working knowledge of defined benefit pension plans
• 1-2 years in a customer service setting
• Proficiency in English and French, both written and oral
• Proficiency in Microsoft Windows and Microsoft Office (specifically Excel, Word and Access)
• Strong attention to detail
• Ability to understand and follow oral and written instructions
• Ability to successfully work in a team environment

Equal Opportunity Employer