Occupation Type: Member/Customer Services

Career Level: Experienced (Non-Manager)

Employment Type: Full-time

Member Experience Specialist (MES)

Company Description

Pioneered in 1939, the Co-operative Superannuation Society (CSS), located in Saskatoon, Saskatchewan, provides pension and retirement services to its membership. The CSS is the Administrator of the CSS Pension Plan, one of the oldest and largest defined contribution pension plans in Canada. With approx. $5 billion in assets, CSS Pension Plan has grown to serve approx. 300 employers and 55,000 current and past co-operative and credit union employees across Canada, including more than 8,700 retirees (receiving variable benefit payments and/or a monthly pension).

Summary

We seek a motivated and conscientious person to join our team as a Member Experience Specialist. The successful candidate will focus on serving our members by providing a range of member services in a manner that aligns with organizational strategic and business objectives, through a lens of member experience excellence and within the CSS' Member Experience Framework.

As a member of the Member Experience (MX) Department, you will strive to empower members and to support them through their entire pension and retirement journey. Your day-to-day work will include receiving and processing the broad spectrum of member inquiries and transactions (e.g., new accounts, new retirements, account maintenance, transfers and withdrawals, retirement income payments, support the Advisors with retirement planning needs, etc.).

The successful candidate will be a technically inclined high performer who thrives in a busy environment, strives to think outside the box, and can pivot between competing priorities and complex matters. A strong sense of quality member service, belief in empowering others, and understanding of the value of the co-operative system will be positive attributes you bring to the team. The successful candidate will bring a strong understanding of both defined contribution and defined benefit pension provisions.

The successful candidate will have obtained a Pension Plan Administration Certificate (PPAC), or is able to complete it within their first year.

You will work effectively in a team environment guided by the team-developed "Pillars of Collaboration" which represents the values of "Respect, Commitment and Communications".

Key Responsibilities

• Process and pension administration – The MES is responsible for receiving and processing member requests and inquiries, maintaining member records and accounts, and supporting the end-to-end member journey with CSS. The MES is an expert on all pension provisions and ensures compliant, timely, and professional administrative practices are conducted and maintained. The MES maintains and applies a superior knowledge of relevant law, guidelines, and standards (e.g., pension, tax).
• Responsibility to member experience – The MES understands the discipline of member experience and ensures that the practice of member experience is the first and foremost lens through which pension and retirement administration is conducted.
• Responsibility to team and culture – The MES is accountable for supporting an environment and culture of collaboration, learning, and service which respects diversity, encourages all teammates to work together to achieve results and contributes to a healthy, rewarding, and productive working environment where personal and team accountability is key to meeting the organization's strategic and operational objectives.
• CSS is undergoing a significant digital transformation. This MES will play a significant supportive role in office administration and cross-training of all pension administrative functions.

Skills and Abilities

• Excellent member service and communication skills, including communicating complex information straightforwardly.
• Superior organization, administrative, and problem-solving skills.
• Superior knowledge of pension, retirement, and other relevant products and industries.
• Superior computer skills with proficiency using Microsoft Office (e.g., Word, Excel, PowerPoint), information technology and systems, pension databases and workflow systems, as well as the ability to generate and analyze reports and information.
• Must be flexible and manage high work volumes and conflicting priorities to meet deadlines.
• Self-directed, but recognizes the importance of relationship-building within the team and across the organization.

Qualifications

• Must have five years or more experience with financial transactions or pension or benefit administration, with a focus on customer service and quality data analysis.
• Must have a university degree in human resources, business administration or commerce.
• Must have extensive pension knowledge, typically obtained through experience and achieving industry designations.
• If not already completed, must be capable of successfully completing PPAC within one year of the date of hire.

CSS may consider a combination of other experience and education, at management's discretion.

Considered an asset: credentials within the customer experience discipline and/or credentials within the retirement planning discipline.

To Apply

Please forward your resume and cover letter (including your salary expectations) to:

• Email: [email protected]

Competition closes: May 31, 2024 (The position may be filled sooner without notice)

We offer a fun, challenging and inclusive work environment, a competitive salary, a pension (CSS Pension Plan), and benefits package.

This position will be on-site (Saskatoon, Saskatchewan); fully remote is not an option; hybrid may be considered.

Applicant information is collected and maintained pursuant to CSS' Privacy Policy (please see website for more information). Background checks will be completed on successful candidates.

We thank all applicants for their interest. However, only those applicants selected for an interview will be contacted.

#J-18808-Ljbffr