Client Services Representative, Pension Benefits
About the role
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
- 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
- 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
About CIBC Mellon
CIBC Mellon is dedicated to helping Canadian institutional investors and international institutional investors into Canada service their financial assets throughout the investment lifecycle. Founded in 1996, CIBC Mellon is 50-50 jointly owned by The Bank of New York Mellon Corporation (BNY) and Canadian Imperial Bank of Commerce (CIBC). CIBC Mellon delivers informed investment services for investment funds, pension plans, insurance companies, banks, foundations, endowments, corporations, and global financial institutions whose clients invest in Canada. As at June 30, 2024, CIBC Mellon had more than C$2.8 trillion in assets under custody and/or administration. CIBC Mellon is part of the BNY network, which as at June 30, 2024 had US$49.5 trillion in assets under custody and/or administration. CIBC Mellon is a licensed user of the CIBC trade-mark and certain BNY trade-marks, is the corporate brand of CIBC Mellon Global Securities Services Company and CIBC Mellon Trust Company, and may be used as a generic term to refer to either or both companies.
CIBC Mellon is a licensed user of the CIBC trademark and certain BNY trademarks, is the corporate brand of CIBC Mellon Global Securities Services Company Inc and CIBC Mellon Trust Company and may be used as a generic term to refer to either or both companies.
Client Services Representative, Pension Benefits
About the role
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
- 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
- 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
About CIBC Mellon
CIBC Mellon is dedicated to helping Canadian institutional investors and international institutional investors into Canada service their financial assets throughout the investment lifecycle. Founded in 1996, CIBC Mellon is 50-50 jointly owned by The Bank of New York Mellon Corporation (BNY) and Canadian Imperial Bank of Commerce (CIBC). CIBC Mellon delivers informed investment services for investment funds, pension plans, insurance companies, banks, foundations, endowments, corporations, and global financial institutions whose clients invest in Canada. As at June 30, 2024, CIBC Mellon had more than C$2.8 trillion in assets under custody and/or administration. CIBC Mellon is part of the BNY network, which as at June 30, 2024 had US$49.5 trillion in assets under custody and/or administration. CIBC Mellon is a licensed user of the CIBC trade-mark and certain BNY trade-marks, is the corporate brand of CIBC Mellon Global Securities Services Company and CIBC Mellon Trust Company, and may be used as a generic term to refer to either or both companies.
CIBC Mellon is a licensed user of the CIBC trademark and certain BNY trademarks, is the corporate brand of CIBC Mellon Global Securities Services Company Inc and CIBC Mellon Trust Company and may be used as a generic term to refer to either or both companies.