BC Pension Corporation

Client Service Representative - Member Services

Applicant Inventory 

Branch: Member Services

Job Type: Auxiliary

Classification: Clerk R14

Union/Excluded: BCGEU

Salary Range: $46,337.21 to $52,488.28 per annum

Security Clearance: Yes

Competition: PC18:47126

Additional:

Closing Date: September 25, 2018

Geographically Restricted: No. Funding for relocation will not be provided.

 

We are building a pool of applicants for future auxiliary Client Service Representative opportunities in our Member Services Branch. If you are interested in being considered for future opportunities and are an energetic, professional and service oriented individual, we want to hear from you! 

For an overview of the recruitment process for this competition, please click here.

 

Why work with us?

At BC Pension Corporation, we are committed to our people. We are an organization with wellbeing at its core; offering an outstanding workplace experience where all employees can achieve their full potential.  Some highlights of what we offer include:

  • Flexible work schedules (mobility work, modified work weeks, job sharing, etc.)
  • Competitive compensation
  • Ongoing training and professional development opportunities
  • Comprehensive extended health and dental benefits for you and your family, including 100% employer paid MSP premium coverage
  • Defined benefit pension program
  • Health & wellness programs – lunchtime seminars, community health activities (yoga, kayaking, etc.) and a comprehensive Employee & Family Assistance Program
 
 

One in nine BC citizens is a member of one of the five pension plans we serve 

To learn more about us and how you can be a part of a culture that encourages innovation, continuous improvement and a passion for delivering an outstanding customer experience, visit bcpensioncorp.ca 

 

 

What is the opportunity?

The Client Service Representatives (CSR) are trained as the first point of contact to respond to all member questions and inquiries across five distinct pension plans which are complex in nature in a multi-channel contact center environment. Channels include phone, mail, fax, email, chat and in-person appointments.

The CSR gathers information, analyzes data, assesses member needs, counsel's members and clients and explains pension concepts in order to determine pension and benefit eligibility, retirement planning, retirement applications, leaves of absence, pension plan entitlements and options, as well as marital breakdown and death. Of utmost importance is the requirement to provide members with accurate pension information based on legislation, policy and administrative processes for the distinct pension plans using consistent processes, standards and member-centric language and to ensure a high degree of accuracy when updating plan member accounts with relevant information and documentation.

CSR's are expected to demonstrate professionalism, exercise composure, compassion and diplomacy when dealing with an upset member, and under sometimes challenging circumstances or periods of high call volumes.

Based on the complexity of the work they are responsible to perform, the CSR requires significant pension administration knowledge and is required to have the skills and ability to think on their feet, use sound judgement and provide timely, accurate and consistent information to deliver a high quality member experience at all times.

Member interactions are monitored by a Quality Assurance Coach and Client Service Managers to evaluate the quality and consistency of service being delivered to members, to provide coaching and soft skill development and to ensure compliance with policy and legislation that may be in effect.

 

What do you need to succeed?

Must-have

  • High school diploma or equivalent.
  • Three years of experience providing information and delivering services to clients/customers in a high volume environment.
  • Experience applying and communicating financial calculations to clients.
  • Experience navigating multiples computer systems/applications.

Nice-to-have

  • Successful completion of the Basic Pension Administration Certificate (BPAC), Certified Employee Benefits Specialist (CEBS) program or other recognized certificate/diploma in benefits or pension administration is preferred.
  • Contact center experience is preferred.
  • Experience applying policies, rules and legislation is preferred.
  • Preference may be given to applicants with financial or pension experience.

 

Interested in applying?

 To learn more about the Client Service Representative - Member Services position, please review the job description at the bottom of this page.

 
 

Your resume must provide detailed information about your education and employment history in order to clearly demonstrate how you meet the job requirements as listed above.  Please ensure your resume includes the month and year(s) for each job in your employment history as well as the job related responsibilities.

  

 Please submit your application through the "apply now" feature located at the top of this page.

 

Important details

If you are unable to access the links, please contact us by email at jobs@pensionsbc.ca.

Lesser qualified applicants may be appointed at a lower level.  An eligibility list may be established.  This posting may be used to fill a regular vacancy.

Testing may be required. 

We thank you for your interest in working with us. You will be informed of your status in this competition as soon as possible.

Applications will be accepted until 11:59pm PST on the closing date referenced above. Late applications will not be considered.

 

Diversity & Inclusion

BC Pension Corporation is an equal opportunity employer committed to establishing an inclusive, equitable, and accessible environment for all. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, gender identity or expression, marital status or any other basis protected by applicable law. 

We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and will provide reasonable accommodations upon request.  If you require assistance or an accommodation due to a disability, please email us at jobs@pensionsbc.ca.   

Full Job Description
BC Pension Corporation
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