Alberta Pensions Services Corporation (APS) Looking for Member Service Centre 1 – Member Services Representative at Edmonton, AB Full Time

Position: Member Services Representative

Eight Positions

Position Type: Full-time, Temporary, Included

Until April 30, 2024 [Internal/External]

Location: Edmonton (in APS OFFICE)

Classification: TP I

Salary Range: $57,709- $69,653

Closing Date: March 19, 2023 @ 4:00 p.m. MDT

If you strive to provide the best customer service

in a call centre environment,

then you belong here.

What you’re passionate about

Providing exceptional customer service and creating a memorable customer experience is your ultimate goal. You have a knack for being patient and understanding while giving accurate and timely information to pension plan members in all stages of their careers and lives. Whether using a phone, a secure online portal or other written communication, you find a way to turn complex pension information into something that’s easy to understand. You enjoy being part of a busy team and take pride in a job well done, which means a happy customer and accurate documentation.

A typical day for the Member Services Representative

• Answering member and pensioner questions in a multi-channel contact centre environment
• Responding to incoming telephone inquiries·
• Responding to e-mails through Plan-branded e-mail boxes·
• Processing all activities related to contact with members and pensioners (workflows, notes,follow-ups and communication with other teams) as required·
• Using resources and seeking guidance from experts to supplement or confirm knowledge·
• Providing education to members and pensioners who are going through various stages of their lives or careers such as retirements, terminations, transfers, death or relationship breakdowns

What you bring

• Certificate or diploma (in business or finance is desirable)
• Work experience in a business or financial institution where calculations are performed, policies and procedures are followed, and a client focus exists
• One to two years of contact centre experience is an asset
• Aptitude for mathematical and financial concepts
• Proficiency in Microsoft Office applications
• Knowledge of specific benefits and pension plans is an asset
• Excellent communication skills, written and verbal
• Knowledge of pension legislation and policies is desirable
• Enrollment in the Pension Plan Administration Certificate (PPAC) program is an asset

Why choose APS

APS is made up of hard-working, respectful and talented people who understand and invite diversity to the workplace. We take pride in holding ourselves accountable and continuing to meet or exceed service levels for plan members, pensioners and employers. We ensure they receive quality services because they—along with our people—are the reason we endure and succeed.

And it sure feels good helping hard-working Albertans receive their well-deserved pensions.

What APS has to offer

• Defined benefit pension plan
• Flexible work arrangements that make sense to you: work from home, compressed work weeks and more
• Community-minded workplace with a friendly team environment
• Vacation starting at 15 days per year, 13 statutory holidays, personal days, plus office closure between Christmas and New Year’s Day
• Competitive benefit package featuring extended health and dental benefits and a 100% employer-paid flexible spending account
• In-house training programs, extensive career development and coaching program, access to LinkedIn Learning tracks
• Discount programs through various partner agencies