Client Experience Administrator

Job Responsibility:

Our mission is to provide a secure, valuable, and sustainable workplace retirement solutions for Canadians. At CAAT, we live our values of integrity, impact, and teamwork every day.

The Client Experience Administrator is integral to the success of the Actuarial Solutions team, and to CAAT's guiding mission and growth strategy.

In this role, you will act as the main point of contact in facilitating the coordination of documentation, procedures and client service required to onboard small employers in a timely manner. You will further support by responding to employer and member inquiries that can be diverse and complex. As an expert in client relations, with a proven desire to help people, the incumbent is responsible for ensuring effective communication through a variety of media (via telephone, email and in writing) from all stakeholders in accordance with the Plan, legislative and administrative policies, and guidelines.

We are looking for someone with:

• University degree and/or College diploma and/or a combination of equivalent training, education, and experience.
• Two (2) to five (5) years of experience in the customer service/pension/finance industry.
• Pension knowledge is required.
• Problem solver with excellent skills in documentation and follow up.

The successful candidate will demonstrate:

• Excellent oral and written communication skills to communicate effectively and clearly through all client service delivery channels.
• Excellent decision-making skills to handle a wide variety of questions from clients and provide accurate information promptly.
• Experience working with Microsoft Office tools, e.g., Word, Excel, Outlook.
• Attention to detail in a multi-tasked environment.
• Ability to prioritize multiple deliverables under tight timelines.

Once here you will:

• Follow documented processes and procedures to onboard small employers with high client satisfaction and meeting established service standards.
• Coordinate information management activities related to the completion of the standard internal governance documents within target timelines and to ensure a seamless process from all stakeholders' perspectives.
• Interact with the employers, affinity partners and internal departments to ensure documentation completion and meeting of deadlines.
• Complete due diligence on prospective employers including credit checks, average age of members, etc., and determine if results require management involvement.
• Manage employers' onboarding activities.
• Act as a front-line service provider as required, responding to inquiries from various stakeholders (i.e., members, employers, third parties) by providing relevant, accurate and timely information via telephone and email.

Step into CAAT - where your work is both rewarding and meaningful, growth is a constant, fun is the way we roll, and your impact is real! If you meet most of the criteria above, we would love to connect with you.

Our commitment to you as a CAATster:

We're about growing together and creating impact in a collaborative and caring environment!

• Comprehensive & Holistic Care: Your dedication deserves appreciation! At CAAT, we celebrate the complete you, prioritizing your well-being above all. Our all-encompassing employee programs are designed to cater to every aspect of your life and well-being, ensuring you feel cherished and valued. We provide a competitive Total Rewards program based around your physical, mental, and financial wellness. This includes, but is not limited to, your compensation, paid time off, health and dental benefits, wellness programs, wellness incentives, and (of course) a defined benefit pension plan.
• Growth Opportunities: Embrace a vibrant, ever-evolving environment at CAAT, where growth is not just a goal, but our way of life! We're expanding and transforming constantly, which means endless opportunities for you to adapt, innovate, and learn. As we grow, so do you. Let's make a difference together!
• A Culture of Collaboration and Fun : We're a team that works, grows, and celebrates together. At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.
• Making a Difference, Together: We're on a mission to secure a better future for Canadians. Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact. Work that truly counts!

But don't just take our word for it! We've consistently been recognized as one of Canada's Most Admired Corporate Cultures , as one of Greater Toronto's Top Employers , and one of the Best Places to Work .

Learn more about us by visiting

Diversity, Equity, Inclusion, and Belonging:

Diversity, Equity, Inclusion, and Belonging (DEIB) at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.

CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at Voir email sur ca.edajobs.com or call Human Resources at Voir le numéro de téléphone sur ca.edajobs.com for assistance.

Job Type: Full-time

Work Location: Hybrid remote in Toronto, ON M5B 2L7

Application deadline: 2024-07-13