Client Specialist, Retirement

THE ROLE

The Group Retirement Client Specialist plays a key support role within the Group Retirement Division, assisting with the day-to-day servicing and administration of group retirement clients and plan members.

This role is focused on developing strong technical knowledge of group retirement products, services, processes, and compliance requirements while providing responsive and professional client service. The Client Specialist will work closely with Account Managers, senior team members, carriers, clients, plan administrators, and plan members to ensure requests are handled accurately and efficiently.

WHAT YOU’LL DO:

• Most importantly, you will lead by example, live our values, and drive business relationships for the company through providing exceptional customer service.
• Support Account Managers and senior team members with the day-to-day servicing of group retirement clients.
• Respond to client, plan administrator, and plan member inquiries regarding retirement plans, products, services, and processes.
• Assist with processing service requests and ensure information is accurate and completed within required timelines.
• Assist with the preparation of Annual Information Returns (AIRs) and Capital Accumulation Plan (CAP) reviews.
• Support the preparation and delivery of client and plan member education sessions.
• Assist clients and plan members in understanding their group retirement plans and available products and services.
• Develop knowledge of group retirement products and services offered by various carriers.
• Maintain accurate and up-to-date client information within the CRM system.
• Assist with resolving client questions and complaints, escalating more complex matters when required.
• Assist with client reporting, account administration, and other team initiatives.
• Support annual business planning initiatives.
• Identify opportunities to improve internal processes and the overall client experience.
• Other duties as required.

WHAT WE REQUIRE:

• 1–3 years of experience in group retirement services, financial services, insurance, banking, or a related client service environment.
• Post-secondary education, industry programs, or relevant professional training is preferred.
• Interest in pursuing additional education or industry designations.
• Strong problem-solving skills and ability to think creatively to address client needs.
• Excellent communication skills, both written and verbal, with the ability to build rapport and influence stakeholders.
• RPA, LLQP or other relevant industry education would be considered an asset.
• Ability to work collaboratively while managing individual responsibilities.
• Strong problem-solving skills and a willingness to ask questions and seek guidance when required.
• Ability to thrive in a dynamic environment and adapt to changing client needs.
• Proficiency with Microsoft Office Suite.