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Open nowPosted 112 days ago

Client Services Administrator

BC Pensions6 open roles

Where
Victoria, BC, Canada
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Your applicationOpen nowClient Services AdministratorBC Pensions · Victoria, BC, Canada

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on BC Pensions's own form.

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The clock on this job

Early applications get read.

13.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.3%1 day
  2. 4.6%3 days
  3. 13.5%7 days
  4. 21.8%14 days
  5. 36.6%30 days
  6. 58.9%60 days
This job: posted 112 days ago

The posting

Job Description

Classification: Clerk R10 Reporting To: Client Service Manager Security Screening: Yes Union/Excluded: BCGEU

The Client Services Administrator is responsible for processing routine service transactions related to purchase of additional pension service, pension, and termination benefits. The position is required to meet high service standards and requires a working knowledge of pension administration and plan rules in accordance with the plan rules of five different pension plans and related regulations. Works with plan members, employer organizations, and financial advisors.

Responsibilities

1. Examine and approve eligibility for benefits, including but not limited to pension, termination, purchasing pensionable service: - Verifies and approves member's eligibility for various types of benefits across 6 plans. - Gathers and records information including contacting employers or members for additional information as required - Conducts research and analysis of member and pension plan data and adjusts data in routine cases - Liaises with employers to discuss corrective action

2. Determine eligibility for post-retirement group benefits (PRGB), calculate premium adjustments and process member requests - Determine members' and dependents' eligibility for PRGB - Gather and record information including contacting members for additional information as required - Calculate premium adjustments and communicate with member and adjust accordingly - Process member requests to make changes to PRGB - Respond to member inquiries regarding PRGB transactions - Refers cases to more senior staff for checking and approval

3. Determine eligibility for post-retirement beneficiary pensions and communicate with affected parties - Verify beneficiary eligibility for post-retirement beneficiary pension - Communicate with executors and beneficiaries to ensure proper documentation is received to finalize member pension and establish beneficiary pension, if needed - Ensure all documentation received and process transaction to finalize member pension and establish beneficiary pension, if needed - Respond to inquiries from members, beneficiaries and executors regarding the death of a member and/or a beneficiary - Refers cases to more senior staff for checking and approval

4. Provide employer reporting and reconciliation services- Reconciles employer reported data with posted data - Conducts research and analysis of member and pension plan data and adjusts data in routine cases - Liaises with employers to discuss corrective action

5. Participates in branch or division projects and initiatives and performs other related duties - Contributes to team performance to meet targets. - Identifies issues and brings them to the attention of the Client Service Manager or team members - Participates constructively in team meetings. - Offers solutions to issues such as client service delivery, work distribution and process and team efficiency - Provides expertise and knowledge to team initiatives - Supports and participates in systems testing - Assists with workload distribution and coaches and supports team members as needed - Other related duties as required

6. Provides client service: - Searches and retrieves information from various databases and other sources to respond to internal and external client requests - Responds to routine client inquiries - Packages and distributes member information specific to service requested

7. Processes all divisional (corporate) mail: - Receives, sorts and triage's incoming correspondence - Delivers mail internally as per a set schedule - Picks up and routes outgoing mail from designated areas - Investigates and redirects returned mail

8. Establishes and maintains hard copy and electronic records: - Converts hard copy records to electronic images for plan member records, employer records, and other imaging applications - Prepares, scans and indexes documents - Performs quality assurance on imaged records - Adds and maintains tombstone information - Manages records based on approved records management and retention policies - Prepares documents for storage

9. Establishes and maintains new plan member records: - Verifies member eligibility - Contacts the employer for additional information as required - Creates new plan member records - Updates routine information in various databases

10. Initiates and closes service requests in Member Experience workload tracking system: - Reviews forms and documents for accuracy, completeness and authenticity - Updates data bases for changes in information - Updates tracking system for any case work performed - Maintains work in progress files and documents for imaging

11. Provides administrative and other support functions: - Uses various computer programs to prepare letters, memos, reports, statistical returns, and a variety of forms - Initiates computer reports and compiles information related to contributors, employers, performance statistics, and accounting information - Participates in database enhancement projects - Assists with routine calculations - Performs data entry, filing, photocopying and other office functions as required

Qualifications

Education

High School Diploma or an equivalent.

Experience

One year of related experience, education and/or training in the following:

  • Combinations of customer service, clerical, and administrative responsibilities and/or computational fields.
  • Providing information or services to clients on a regular, daily basis, in person or by telephone (e.g. handling multiple telephone calls from clients and/ or dealing with difficult clients; and/or exchanging information with clients).
  • Experience and/or training in standard computer applications such as MS Word, Excel, Outlook and databases.
  • Must have experience/ training performing a variety of mathematical calculations such as addition, subtraction, multiplication, division and percentages.

Experience in pension administration or financial services preferred.

Knowledge, Skills and Abilities

  • Ability to identify, assess, record, and retrieve information efficiently and in accordance with records management processes and procedures, while maintaining confidentiality.
  • Ability to use computer applications to enter and retrieve large volumes of data with accuracy, consistency, and attention to detail, and produce and modify a variety of correspondence and/or documents including basic to intermediate word processing, spreadsheet, e-mail and scheduling functions.
  • Ability to learn and apply complex new policies, procedures, and processes.
  • An aptitude for and ability to perform calculations and work with and compute numbers and formulas, etc.
  • Aptitude to organize one's own workload effectively, efficiently, and independently while responding and adapting to changing priorities, deadlines, volume and reporting relationships.
  • Familiarity with routine office procedures and equipment.
  • Ability to anticipate, recognize and meet clients' needs by identifying problems and situations and appropriately answering clients' questions or forwarding to other staff.
  • Strong professional verbal and written communication skills with an ability to obtain information effectively and accurately while maintaining confidentiality.
  • Willingness to keep self-informed on technology, trends and issues in the pension field through ongoing training and education.
  • Willingness to take on new projects, tasks and training.
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