Offer summary

Qualifications:

Excellent communication skills with a strong customer service focus., 1-2 years of experience in a customer service setting., Proficiency in English and French, both written and oral., Working knowledge of defined benefit pension plans and strong mathematical skills..

Key responsibilities:

Respond professionally to customer inquiries and complaints via phone or email.

Research participant questions and maintain accurate case notes.

Collaborate with other customer service and client representatives.

Drive first call resolution and participate in team meetings and training.

Job description

202503260
Toronto, Ontario, Canada
Montreal, Quebec, Canada
Full time

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Description

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.

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

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

Qualifications

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
Ability to work between 11:30 – 20:00 ETA (Shift schedules may be subject to alternation based on business needs)
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
Must have a secure home office environment that is free from background noise and distractions
Reliable internet connection

Equal Opportunity Employer

Required profile