Member Services Representative

Position: Member Services Representative

Position Type: Three (3) Full-time, Temporary, Included

Four (4) Part-time 75%, Temporary, Included

ending on or before October 31, 2027

Location: In office, Edmonton, Alberta

Classification: TP I

Salary Range: $64,005.73- $77,253.69

Closing Date: October 8, 2026 @ 4:00 p.m.

If you thrive on helping people, whether in person, on the phone, or online, and enjoy working side-by-side with a team that's committed to exceptional service, then you belong here.

What you’re passionate about

Providing exceptional customer service and creating a memorable customer experience is your ultimate goal. You have a knack for being patient and understanding while giving accurate and timely information to customers at all stages of their careers and lives. Whether in person, over the phone, or in writing, you find a way to turn complex information into something that’s easy to understand. You embrace change and are known for being curious. You enjoy being part of a busy team and take pride in a job well done, which means a happy customer and accurate documentation.

A typical day for the Member Services Representative

• Supporting members via in-person one-on-one sessions
• Answering member questions in a multi-channel contact centre environment
• Responding to incoming telephone inquiries     
• Responding to e-mails through pension plan-branded e-mail accounts      
• Processing activities related to contact with members (workflows, file notes, follow-ups and communication with other teams) as required    
• Using resources and seeking guidance from experts to supplement or confirm knowledge   
• Collaborating within a large team of peers and management     
• Providing education to members who at various stages of their lives and careers such as retirement, termination of employment, plan-to-plan pension transfers, death, and relationship breakdown

What you bring

• Certificate or diploma (in business or finance is desirable)      
• Work experience in an organization or financial institution where calculations are performed, following policies and procedures was important, and a customer focus exists      
• One to two years of contact centre experience is an asset       
• Aptitude for mathematical and financial concepts       
• Proficiency in Microsoft Office applications       
• Knowledge of specific benefits and pension plans is an asset
• Excellent communication skills, both written and verbal       
• Knowledge of pension rules and design is desirable     
• Completion of courses within the Pension Plan Administration Certificate (PPAC) program is an asset

Why choose APS

APS is made up of hard-working, respectful and talented people who understand and invite diversity to the workplace. We take pride in holding ourselves accountable and continuing to meet or exceed service levels for plan members, pensioners and employers. We ensure they receive quality services because they - along with our people - are the reason we endure and succeed.

And it sure feels good helping hard-working Albertans receive their well-deserved pensions.

What APS has to offer

• Defined benefit pension plan
• Community-minded workplace with a friendly team environment
• Vacation starting at 15 days per year, 13 statutory holidays, personal days, plus office closure between Christmas and New Year’s Day
• Competitive benefit package featuring extended health and dental benefits and a 100% employer-paid flexible spending account
• In-house training programs, extensive career development and coaching program, access to external education opportunities and wellness programs
• Discount programs through various partner agencies