Senior Member Care Associate

At CAAT, we’re passionate about what we do. And it shows! Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different  is different. We’re one of the fastest‑growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands.

And we’re just getting started. Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can‑do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we’d love you to be a part of it.

We are seeking a Senior Member Care Associate to join our Member Care team in providing accessible and efficient service to our members. In this role, you will serve as the first point of contact for member inquiries and ensure all communication is timely, accurate, and aligned with plan policies, legislation, and administrative procedures. You will demonstrate empathy, professionalism, and deep subject‑matter knowledge to support members throughout their pension journey.

• Serve as the first point of contact for member inquiries (in‑person, phone, email).
• Guide members through their CAAT pension journey, providing real‑time support and identifying when to refer internally.
• Resolve escalations requiring deeper investigation and act promptly to ensure service continuity.
• Update reference materials and process documentation to maintain accurate knowledge resources.
• Support training through call shadowing, peer calibration, and identifying coaching needs.
• Assign daily tasks (emails, portal messages) and conduct quality peer reviews.
• Contribute to templates, FAQs, and quality assurance for member communications.
• Analyze workflow and case‑management tools to identify member needs and patterns.
• Monitor daily trends and flag issues to the Team Lead.
• Participate in projects and perform additional duties as required.

• A university degree or college diploma.
• 5+ years of MEPP/public‑sector pension administration or outsourcing provider experience.
• 2+ years of client service experience with a track record of building trust and delivering exceptional service.
• Knowledge of Canadian pension/tax legislation (ITA, PBA) and related retirement concepts.
• Designations such as CEBS, PPAC are preferred and willingness to obtain RRA and RRC.
• Strong communication skills with the ability to explain complex topics to varied audiences.
• Excellent problem‑solving, analytical, and conflict‑resolution abilities.
• Strong time‑management skills with flexibility to adapt in a fast‑paced, member‑centric environment.
• Ability to work independently or collaboratively while following service protocols.
• Bilingual French is an asset.

Salary range: $81,700.00-$96,000.00. Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.

At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you’ll enjoy:

• Opportunities to Build a Better You:
  We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.
• Comprehensive & Holistic Care:
  Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered.
• A Place to Collaborate and Win:
  We’ve built a lively environment where creativity and open communication thrive.…