Role Overview
As a Bilingual Annuity Service Specialist, you will serve as a primary contact for annuitants, financial advisors, and internal departments. Your work ensures the accurate and timely administration of annuity products, with a focus on resolving escalated cases and maintaining data precision across key systems.
Key Responsibilities
- Process transaction requests and manage inquiries related to annuity products through phone, email, or fax
- Support critical programs including the Verification of Annuitant (VOA) and Client Confirmation Program (CCP)
- Locate missing clients and coordinate with family members when necessary to facilitate payments or death claims
- Respond to internal and external stakeholders, ensuring clear and accurate communication in both English and French
- Assign cases appropriately across teams and maintain up-to-date records in back-office systems
- Participate in system testing and review operational requirements during updates
- Support process improvements by identifying gaps in documentation and recommending updates
- Collaborate with service teams to resolve issues efficiently and improve first-call resolution rates
- Contribute to special projects and meet performance standards for quality, accuracy, and service delivery
Qualifications and Skills
Applicants must be fluent in both English and French to support clients across multiple jurisdictions. Experience in financial services, particularly in retail investments or operations, is essential. Strong organizational and problem-solving skills are required to manage high-volume workloads and meet strict deadlines.
- Proven track record in delivering accurate, client-focused service over the phone
- Background in administrative roles within investment or operational settings
- Experience with annuity or structured settlement products is an asset
- Familiarity with VAPS or APV systems is preferred
- Ability to analyze complex situations and apply sound judgment in dynamic conditions
- Skilled in managing competing priorities and collaborating across departments
- High level of attention to detail and commitment to data accuracy
- Willingness to work overtime as business needs require
