Job Description

Want to join an organization that makes a difference in the lives of over half-a-million people in Ontario? OMERS aspires to be the most trusted partner in empowering members through their pension journey. Our Member Experience Team is looking for service centric Member Experience Specialists to fulfil a rewarding role in assisting and supporting our members, employers and retirees with inquiries and administration of their pension benefits. You\xe2\x80\x99ll need to be an excellent communicator and possess technical savvy to provide an exceptional member experience.
You will assist and support members, employers, pensioners, and other interested parties on inquiries regarding all aspects of the OMERS Pension Plan(s). In addition, you will be responsible for responding to digital communications and initiating transactions for pension administration processes related to current key initiatives such as buy-backs, transfers and other growth business processes. You will provide best-in-class service to all OMERS clients.

What you\xe2\x80\x99ll get as a Member Experience Specialist:

• A role that provides you with the opportunity to develop an in-depth technical pension expertise and high-quality customer service skills
• An opportunity to develop a diverse skillset to service multiple channels, including transactional processing, direct contact with members, and other digital communications like live chat and e-mail
• The opportunity to grow and develop your skillsets to advance throughout our organization
• Continuous learning investment to support your career growth
• An opportunity to provide an exceptional experience to 500,000+ members in Ontario throughout their retirement journey

As a Member Experience Specialist, you will:

• Be the first point of contact to service member calls and digital channel inquiries

• Develop a deep understanding of how the OMERS pension plans are administered to provide accurate and timely support
• Provide sound judgement, and ensure information is relayed accurately and in a positive and courteous way
• Handle a variety of inquiries, which can include resolving any escalated issues
• Analyze data to identify issues and work with the appropriate people to problem solve
• Be flexible to take on additional tasks, which includes assisting other teams, as required
• Maintain productivity standards, service levels, and a high degree of member satisfaction
• Identify ways to streamline processes and work more effectively across our team to better serve our members
• Work collaboratively with peers by sharing information and communicating in an open, honest, and professional manner
• Uphold and demonstrate OMERS vision and core values while developing a good rapport with internal teams as well as with our employers, members, and financial institutions

To apply, you will need:

• Post-secondary education/accreditation in a business-related field
• 2+ years of pension benefit administration/client service or relevant experience is considered an asset
• Fluent in French is an asset

#LI-HYBRID

Our story:

Founded in 1962, OMERS is one of Canada\xe2\x80\x99s largest defined benefit pension plans, with $121 billion in net assets as at December 31, 2021. OMERS is a jointly-sponsored pension plan, with 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members. OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children\xe2\x80\x99s aid societies across Ontario. Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe \xe2\x80\x93 serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate.

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.

Omers