CLK 15R – Client Service Representative

Classification: Clerk R15
Reports to: Client Service Manager
Salary Range: $59,015.56 to $66,749.47 per annum
Union/Excluded: BCGEU
Security Screening: Required
Job Type: Regular part-time (20 hours per week)
                 Regular full time
                 Temporary part time and full time

Additional Info:

Testing will be required. Temporary opportunities may be extended or made regular.

Training for part-time opportunities takes place over 8 weeks and applicants are required to work full-time during this period. Once training is complete the schedule will revert to part-time (20 hours).

An eligibility list to fill future vacancies may be established.

We are seeking Client Service Representatives to join our team in VICTORIA, British Columbia, Canada. 

Join our team as a Client Service Representative (CSR), the first point of contact for members and employers across five complex pension plans in a multi-channel contact center (phone, mail, fax, email, chat). You’ll respond to inquiries, provide accurate pension information, analyze data, assess member and employer needs, and explain pension concepts. You’ll assist with pension eligibility, retirement planning, applications, and more, while maintaining high accuracy in updating member accounts.

Professionalism, composure, compassion, and diplomacy are key, along with excellent communication and problem-solving skills. You’ll benefit from quality assurance and coaching support, opportunities for skill development, and ensuring compliance with policies and legislation.

About the inventory

This inventory is for job seekers interested in becoming a Client Service Representative (CSR) with BC Pension Corporation.

To become an inventory member, applicants must meet the posted job requirements and successfully complete an online assessment of their knowledge and skills.

Once you become a member of the inventory, you will be offered the opportunity to interview for positions in one of three operations areas within the Member and Employer Experience division as vacancies arise.

If you are interested in the specified position, you will be required to sign up for an interview. Successful applicants may be offered vacancies directly, or by way of being placed upon an eligibility list.

Applicants who are not successful in being admitted to the inventory may reapply in the future.

Hybrid Work Model

This position is located in our Victoria, BC office. You will have the flexibility to work part of the time on-campus and part of the time off-campus. The requirement for on-campus presence is a minimum of 40% of your schedule in a month.

Additional requirements are determined by the role functions and operational needs of each business area.  

Responsibilities

Client Service and Member Experience

• Provide high-quality service across multiple channels by assessing client needs, communicating pension concepts, and explaining benefit entitlements in clear, member-centric language.
• Counsel members on pension plan options, eligibility, costs, and tax implications, and respond to inquiries through various communication methods.
• Promote and guide members in using digital tools, ensuring accuracy in account updates and responses.

Benefit Processing and Administration

Determine eligibility and process retirement, termination, and post-retirement benefits, performing detailed pension calculations and ensuring compliance with plan rules.

Review, approve, and reconcile benefits, adjustments, and refunds while maintaining accurate member records.

Employer Liaison and Data Reconciliation

Collaborate with employers to ensure accurate reporting and data submissions, reconcile discrepancies, and analyze pension plan data to resolve complex cases.

Training and Leadership

Train and mentor staff in pension administration, communication, and inquiry responses while reviewing and approving their work.

Projects and Improvements

Contribute to projects and initiatives that enhance member service, identify and address service delivery issues, and support system upgrades with testing and feedback.

Qualifications

Must have

• High school diploma or equivalent.
• Two years of recent (within 7 years) experience providing support in a customer service or administrative/clerical environment that includes:

• Demonstrated experience using Microsoft 365 (Teams, Outlook, Word, Excel, PowerPoint).
• Experience navigating through a variety of computer applications.
• Experience applying knowledge and interpretation of policies and legislation.

• An equivalent combination of education, training and relevant experience may be considered.

Nice to have:

• Experience working in a financial institution is preferred.
• Experience working in a contact centre is preferred.

Knowledge, Skills and Abilities

• Ability to provide exceptional and consistent customer service across multi-channels at all times.
• Ability to use a systematic and member-focused approach to analyze needs, determine underlying issues, and create sound solutions.
• Exceptional verbal and written communication skills, with the ability to translate and explain complex concepts into plain language suited to the audience.
• Empathy and professionalism when interacting with clients, particularly in defusing confusion or handling demanding situations.
• Knowledge of mathematics to compute a variety of complex calculations with high accuracy.
• Ability to understand and apply complex concepts effectively, including pension administration knowledge.
• Ability to interpret and apply rules and legislation accurately.
• Skill in processing member interactions and maintaining exceptional service standards consistently.
• Proficiency in operating computers with multiple systems and applications to establish, update, and retrieve member information accurately while interacting with clients.
• Adaptability to learn and use new computer applications that enhance service delivery.
• Ability to adapt to an ever-changing, fast-paced environment while processing a large volume of work with competing and multiple demands.
• Capability to coach, support, and guide colleagues effectively

Application requirements

Cover letter: Please do not submit a cover letter; it will not be reviewed.

Resume: A resume is required as part of your application. Ensure your resume includes your education, the start and end dates (month and year) of your employment, and any relevant information that relate to the job requirements.

Questionnaire: As part of the application process, you will be prompted to complete an online questionnaire to demonstrate how you meet the job requirements. Responses will be used to shortlist applicants against the job requirements. Please allow approximately 10 minutes to complete this questionnaire.

Applications will be accepted until 11:59 pm PST on the closing date. 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, 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 accommodation due to a disability, please email us at jobs@pensionsbc.ca.  

Thank you for your interest in working with us. We will let you know about your status in this competition as soon as possible. If you have questions about this opportunity, please email us at jobs@pensionsbc.ca.