Marsh & McLennan Companies Mercer | Bilingual (French/English) Call Centre Representative in Ontario, Canada

At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We’re in the business of creating more secure and rewarding futures for our clients and their employees — whether we’re designing affordable health plans, assuring income for retirement or aligning workers with workforce needs. Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future. We see people’s current and future needs through a lens of innovation, and our holistic view, specialized expertise, and deep analytical rigor underpin each and every idea and solution we offer. For more than 70 years, we’ve turned our insights into actions, enabling people around the globe to live, work, and retire well. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. At Mercer, we say we Make Tomorrow, Today. Visit for more information and follow us on LinkedIn and Twitter @Mercer

Mercer LLC and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol: MMC).

Job Summary:

This position is responsible for providing Tier 1 call support and issue resolution for inquiries relating to pension plans, plan administration processes, employee benefits, and websites. The representative will communicate with impact, apply critical thinking, and strive to provide world class service within a fast paced, team–orientated environment. Fundamental generalist knowledge within the areas of registered pension plan, benefits, employee records, and other HR specialties would be an asset.


  • Answer inquiries and verify caller by clarifying desired information

  • Locate member record in the system and create service ticket

  • Obtain and evaluate all relevant data to handle complaints or inquiries

  • Resolve problems and fulfill requests by researching and exploring answers or alternative solutions

  • Assist to reset passwords for the pension projection website

  • Process requests and applicable forms

  • Escalate unresolved problems or route calls to appropriate contact

  • Maintain databases and close service ticket upon completion

  • Document all call information in detail

  • Make outbound and follow up calls where necessary

  • Report system malfunctions and process deficiencies

  • Perform clerical work and update call handling procedures, as required

  • 3-5 years of customer service experience

  • Experience in a call centre environment is preferred

  • Knowledge of customer service principles and practices

  • Demonstrates a strong customer focus, builds and maintains productive relationships, and demonstrates a professional attitude at all times

  • Clear and effective communication skills – verbal, written, and listening

  • Bilingualism (English and French) is a requirement

  • Works well both independently and in a team environment; continuously strives to acquire and develop relevant knowledge

  • Quick learner and willingness to learn

  • Ability to multitask and work on multiple projects simultaneously

  • Must demonstrate sensitivity towards confidential information

  • Good data entry and typing skills

  • Proficient in using Microsoft Office (specifically MS Excel and Access) and Internet

  • Flexibility in working hours

  • Some experience in administration and clerical processes

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Mercer will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or a medical need, feel free to contact Cynthia Gallegos at 1 416-349-4854 or via

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us

Job: *Client Service

Title: Mercer | Bilingual (French/English) Call Centre Representative

Location: Canada-Ontario-Toronto

Requisition ID: TOR002EH