Customer Service Specialist (bilingual)

Canada Life is a company dedicated to improving the financial, physical, and mental well-being of Canadians. The Customer Service Specialist role involves providing administration services for group retirement products and requires proficiency in handling customer inquiries and maintaining accurate records. Responsibilities Handling plan and member maintenance on GPAS, including data updates, financial transactions, and reporting Handling various inquiries, telephone calls etc. from multiple audiences The daily management of a block of business Fostering relationships with plan administrators, brokers, advisors and plan members Handling sensitive and complex issues in a timely and accurate manner End to end handling of death and marriage breakdown transactions (includes requirement gathering, communications, handling unusual situations and ultimately making payments to/on behalf of plan members) Standard and customized client reporting, including the completion of Annual Information Returns and responding to inquiries from external auditors End to end daily administration (including contribution processing, investment fund changes, payment of member benefits, basic reporting and supporting advisors and plan administrators) Skills Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs Strong analytical skills; ability to pursue solutions using documented processes and tools available Customer service focused with a positive can-do attitude Strong communication skills - both written and verbal Highly organized with the ability to prioritize and execute a large variety of work Strong interpersonal skills with the ability to work independently and as part of a larger team Self-motivated with an ability to effectively multi-task in a fast-paced environment to meet tight deadlines Strong research and analysis skills with the ability and desire to produce quality work Strong problem solver with the motivation to seek out answers independently in a changing environment Fluency in Microsoft Office tools including Word and Outlook Strong proficiency in Excel (with experience creating formulas, pivot tables, macros, v-look up's etc.) Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment Knowledge of investment/retirement arrangements and/or GRS business processes an asset Knowledge of rules and regulations as they relate to GRS products an asset Benefits Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement. Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being. Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day. Financial Security: Company-matching pension plan, share ownership program and additional investment options. Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more! Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events. Company Overview Canada Life looks after retirement, investments, Estate Planning, Wealth Management, Investing for Children, Flexible Life Plans. It was founded in 1903, and is headquartered in Potters Bar, Hertford, GBR, with a workforce of 10001+ employees. Its website is