Client Services

Every retirement journey is unique, which is why we offer tailored services and one-on-one advice to help our members meet their retirement goals.

Video Transcript

Our Advisors met 1-on-1 with more than 2,800 members to help them build a stronger plan for their future.

When OPB began providing advisory services to help members understand how their pension decisions affect their larger life plans, we were pioneers in working to create value for our members by enhancing the quality of the service and advice they received.

Through 2017, we built on this platform – offering targeted workshops and presentations aimed at members in different stages of their careers – and introduced advisory-focused articles in our newsletter. We also launched our pension modernization initiative, which will help us to further enhance the client experience.

Learn more about your Plan from your Chief Pension Officer

Processed over 6,300 new optional insurance applications – as part of a new program introduced by the government in 2017 – providing a valuable and cost-effective benefit to PSPP members travelling abroad in retirement.

Membership Breakdown

Active

43,636

Retired

37,766

Former

5,909

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Answered more than 54,000 calls – an increase of 10.6% over 2016 and 19.4% over 2015 – over 99% of them within 30 seconds.

2017 E-services Transactions
(vs. 2016)

Beneficiary
Updates

3,781

(3,567)

Address
Updates

1,776

(1,570)

Pension
Estimates

61,324

(55,678)

Initiated
Retirement

(262)

Buyback
Calculator

8,683

(9,094)

Retirement
Planner

16,034

(16,992)

Number of Active Members

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Recognized by CEM as #2 in Canada and #4 out of 70 plans globally, for delivering excellence in service and pension administration.

Launched a pension modernization initiative designed to deliver an enhanced service experience to current and future members.

87% of our members reported that they were satisfied or extremely satisfied with the service they receive from OPB.