You will serve as a trusted resource for annuitants, financial advisors, and internal teams, delivering accurate and timely support for annuity-related matters. Your expertise will ensure smooth administration of annuity products and uphold service standards across all interactions.
What You'll Do
In this role, you will manage a wide range of responsibilities related to annuity servicing. You will process complex client requests, resolve escalated inquiries, and maintain data integrity across key systems. You will play an active part in verifying annuitant information and supporting client confirmation initiatives.
- Handle inquiries from clients, advisors, and internal partners through phone, email, or fax
- Process transactions within VAPS and APV systems
- Support the Verification of Annuitant and Client Confirmation Programs
- Conduct searches to locate missing clients and coordinate with family members when needed
- Ensure accurate and timely updates to back-office platforms
- Assign cases to appropriate teams and track resolution
- Participate in system testing and requirement reviews during updates
- Contribute to process improvements and departmental projects
- Identify gaps in documentation and recommend updates
- Support service teams by resolving issues on first contact whenever possible
Requirements
- Proven experience in customer-facing, phone-based service roles
- Background in retail investments, financial operations, or a similar administrative setting
- Fluency in both English and French, with the ability to communicate professionally in either language
- Ability to work in a fast-paced environment with strict deadlines
- Strong attention to detail and commitment to accuracy
- Skilled at managing multiple priorities without compromising quality
Preferred Qualifications
- Familiarity with annuity or structured settlement products
- Experience with VAPS or APV payment systems
- Analytical mindset with proven problem-solving skills
- Ability to collaborate across departments and build productive working relationships
- Flexibility to work overtime as business demands
- Sound judgment and adaptability in changing operational conditions
