Senior client support consultant helping CIBC, a relationship - oriented bank, improve client service and advisory practices. Coaching leaders, analyzing service trends, and driving operational consistency.
About the role
- Senior Client Services Administrator managing client inquiries, transactions, and retirement plan files for Sun Life. Supporting accurate, compliant operations through Excel, GRS systems, and client service collaboration.
Responsibilities
- Handle client inquiries through direct contact and provide service excellence to Plan Sponsors, Members, and Advisors
- Handle day-to-day administration of a block of business with various products within service level standards
- Analyze and process daily transactions related to control accounts (suspense)
- Manage and manipulate contribution files, payroll files, and transaction uploads
- Process high-volume transactions and validate results accurately
- Verify daily output and complete corrections on member accounts
- Escalate issues and complaints to the Client Service Specialist or Manager
- Identify trends and patterns in inquiries and transactions to optimize client efficiencies
- Share client feedback and issues with the Client Service Specialist to improve processes and client relationships
- Participate actively in team huddles and meetings and keep others informed
- Take ownership of work
Requirements
- Proficiency in Microsoft Excel, including filtering, sorting, formulas, PivotTables, conditional formatting, and data validation
- Accuracy and speed
- Superior organization skills and ability to multi-task
- Ability to deal with high work volumes
- Strong team player
- Outstanding customer service skills
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Ability to work with Excel spreadsheets while maintaining data integrity and audit requirements
- Comfortable leveraging AI-enabled tools such as Microsoft Copilot while ensuring accuracy and compliance standards
- Commitment to continuous learning and adapting to new systems, tools, and digital capabilities
- Bilingualism (French and English, both oral and written) required for Quebec locations
- Knowledge of GRS products such as RRSPs, DCPPs, and DPSPs
- Knowledge of the GRS Global system, Pega, and Microsoft Outlook
Benefits
- The opportunity to move along a variety of career paths with amazing networking potential
- Flexible Benefits from the day you join to meet the needs of you and your family
- Inclusive and respectful work environment
- Employee well-being and mental health support
- Hybrid work flexibility, with the choice to work from the office and virtually based on business, client, and employee needs
- Participation in various incentive plans, subject to individual and company performance
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Degree requirement
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