Member Care Associate

At CAAT were passionate about what we do. And it shows!

Here youll find a cultural spark in everything we do from the way we partner with members and employers to the way we work collaborate and grow. It doesnt just feel different at CAAT. It is different. Were one of the fastest-growing pensions in the country for a reason. We challenge the status quo making a real impact on the hundreds of employers we serve from education institutions to major corporations and household brands. And were just getting started. Driven by core values and a shared purpose were fierce champions for better retirement security known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit wed love you to be a part of it.

About the Role:

We are seeking a Member Care Associate to play an essential role as the first point of contact for CAAT Pension Plan members. The incumbent will provide exceptional service and guidance across all stages of the pension lifecycle.

The Member Care Associate will translate complex pension concepts into clear accessible language enabling members to make informed decisions with confidence. Additionally the incumbent will respond to member inquiries that can be diverse and complex in nature providing accurate and timely information about CAAT Pension Plan provisions within the established service standards.

As the Newest Member of our Team Youll:

• Serve as the first point of contact responding to inquiries via telephone portal and email.
• Guide members through their CAAT journey from plan enrolment to pensioner providing real-time support
• Identify when to refer members to internal partners for additional support processing or escalation and collaborate to facilitate a resolution.
• Review information updates provided by management to ensure knowledge level remains current and create or update template responses for members.
• Function as an effective team player who participates in team meetings and events and is responsible for assigned workload.
• Proactively identify value-add opportunities providing accurate and timely information to support member decision-making
• Participate in related projects as assigned by the Manager Client Services
  

To Succeed You Bring:

• University degree and/or college diploma or a combination of equivalent training education and experience.
• Minimum three (3) years of experience in the customer service/pension/insurance/finance industry.
• Experience in providing client service with an aptitude for building trusted client relationships and delivering exceptional service.
• Understanding of Canadian pension and tax legislation (ITA PBA).
• Experience working within a contact center environment is considered as an asset.
• Excellent oral and written communication skills to communicate complex subject matter to a wide range of audiences and adapt your style as required.
• Excellent decision-making skills to handle a wide variety of questions from clients and provide accurate information promptly.
• Excellent time management skills: ability to plan and prioritize workload as well as adaptability to a changing multi-tasked environment.
• Strong interpersonal skills and ability to adapt to changing environments.
• Proven ability to grasp and apply complex legislation to client queries for resolution of issues.

The target hiring salary for this position is $73200.00 - $86100.00. Placement within our salary range will be based on factors such as internal equity market conditions and the candidates experience skills and qualifications relevant to the role.

At CAAT we believe innovation passion and purpose are ingredients for a great work environment. Were incredibly proud of our people and the remarkable impact they have as catalysts for change. Were committed to attracting and keeping great talent which means competitive compensation exceptional benefits and an environment where people can grow and thrive. When you work with CAAT youll enjoy:

• Opportunities to Build a Better You: We never stand still. As we grow so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.

• Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical mental and financial wellness. From flexible work arrangements comprehensive benefits to wellness incentives and a defined benefit pension plan we have you covered.

• A Place to Collaborate and Win: Weve built a lively environment where creativity and open communication thrive. Its why were consistently recognized as one of Canadas Most Admired Corporate Cultures one of Greater Torontos Top Employers and one of the Best Places to Work.

• Work that Truly Matters. Youre giving Canadians the opportunity for better retirement security and organizations the chance to do more.
  

If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being then CAAT could be the right fit for you. Start your journey with us today. Apply now.

Learn more about us by visiting artificial intelligence tools are used to screen assess or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.

Diversity Equity Inclusion and Belonging (DEIB):

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 or call Human Resources at for assistance.

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