Customer Service Specialist, Group Retirement Services - 12 Month Term

Canada Life is a company dedicated to improving the financial, physical, and mental well-being of Canadians. They are seeking a Customer Service Specialist for their Group Retirement Services team, responsible for day-to-day administration of retirement plans, maintaining records, responding to inquiries, and supporting plan members and partners.

Responsibilities

• Complete plan and member maintenance in GPAS, including data updates, financial transactions, and reporting
• Respond to inquiries from plan members, advisors, brokers, and internal partners through phone and written channels
• Manage a daily block of business while maintaining service quality and deadlines
• Build positive, professional relationships with plan administrators, advisors, and plan members
• Handle sensitive or complex matters with care, accuracy, and confidentiality
• Depending on your assignment within GRS, you may also be responsible for one or more of the following:
• End‑to‑end processing of life events such as death and marriage breakdowns, including information gathering, clear communication, handling exceptions, and arranging payments
• Preparing standard and customized client reports, including Annual Information Returns, and responding to external auditor inquiries
• Supporting daily administration activities such as contribution processing, investment changes, benefit payments, basic reporting, and advisor support

Skills

• Strong analytical and problem‑solving skills, with the ability to follow documented processes and use available tools
• A customer‑focused mindset and a respectful, solutions‑oriented approach
• Clear and inclusive communication skills, both written and verbal
• Strong organizational skills with the ability to prioritize work and manage multiple tasks
• Ability to work independently while also contributing as part of a collaborative team
• Self‑motivation and adaptability in a dynamic, deadline‑driven environment
• Attention to detail and a commitment to producing high‑quality, accurate work
• Comfort using Microsoft Office tools, including Word and Outlook
• Strong Excel skills (e.g., formulas, pivot tables, VLOOKUPs; macros considered an asset)
• Reliability Status Security Clearance - this can only be completed with candidates who receive an offer of employment
• Knowledge of investment or retirement savings arrangements
• Familiarity with GRS products, processes, or related regulations
• Bilingual proficiency in French and English

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