WORK EXPERIENCE
Ontario Pension Board – Client Service Associate (Mar 2020 to Present)
200 King St. W, Suite 2200, Toronto, ON M5H 3X6
- Educating members about their pension and providing exceptional customer service.
- Calculating commuted value estimates and retirement estimates.
- Explaining the positive impact of buybacks and transfer-ins.
- Helping members with retirement planning and projecting income taxes.
- Working as the Product Lead for Pension Transfers and Advisory Services.
- Liaising with Employers, Team Leads and Advisors to resolve escalations.
- Going over the different options in pension packages (Retirement, Termination, etc.).
- Replying to emails and Advisory Service bookings in a timely manner.
- Contacting clients, employers, pension administrations and financial institutions to facilitate the transfer of funds in and out of the Public Service Pension Plan.
- Attending meetings with Team Managers to review and improve company processes.
- Discussing insured benefit plan rules with retirees and helping them choose a coverage level.
- Processing pension income tax deduction changes and personal information updates.
- Reviewing incoming documents for errors and applying corrections.
- Consistently achieving the highest productivity stats in the Client Care Centre.
LifeWorks – Pension Analyst (Oct 2019 to Mar 2020)
16 York St, Toronto, ON M5J 2Z2
- Completed standard and complex pension benefit calculations for Retirements, Terminations and Family Law Value.
- Processed pension payment and transfer authorizations.
- Replied to pension related queries through phone and email.
- Prepared year-end annual pension statements.
- Calculated and verified pension adjustments.
- Updated pension databases (Ariel DB and MS Access).
- Reviewed pension packages for errors.
- Took on special projects such as calculating and reporting to Revenue Québec years of missed pension payments to surviving spouses, which included indexation, plan interest and penalties.
LifeWorks – Senior Quality Assurance Analyst (May 2017 to Oct 2019)
16 York St, Toronto, ON M5J 2Z2
- Collaborated with business and technology stakeholders to identify the appropriate data for testing and the acceptable range for test results.
- Did presentations of online applications for new clients.
- Participated in the requirements gathering process.
- Designed manual test plans by referring to business and system requirements.
- Developed and executed manual test plans using HP Application Lifecycle Management.
- Tested (unit, smoke, system, performance and end-to-end) pension and savings web applications (VB.NET, C#.NET, ASP.NET).
- Reviewed test results to report defects and ensured they were fixed.
- Performed regression tests to verify that website updates did not have adverse effects.
- Revised test scope and sequences based on test results or changes in product design.
- Complied with QA standards and submitted daily test progress reports.
- Analyzed databases to confirm accuracy.
- Facilitated the User Acceptance Testing process.
- Coordinated component and system testing with the Release Management Team.
- Partnered with Developers, Data Managers, Programmers and Pension Analysts to maintain the reliability of online services.
LifeWorks – Senior Client Service Representative (Mar 2015 to May 2017)
16 York St, Toronto, ON M5J 2Z2
- Responded to client inquiries about pensions, benefits and savings.
- Explained how plan policy changes affected pensions and group benefits.
- Worked as a team with Pension and Benefit Consultants to resolve client escalations.
- Helped members with pension packages (Retirement, Termination and Family Law Value).
- Created, reviewed and updated knowledge base resources and procedure guides.
- Provided technical support of online applications.
- Participated in call reviews to improve performance.
