Bilingual Member Experience Specialist

Why join us?

Are you looking to join a dynamic pension plan that embodies the strong values of its 500,000 members and is an industry leading global investor?

If so, we would love to tell you our story.

At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe.

Our culture is truly one of a kind. We get stuff done, and have fun doing it! We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.

En tant que spécialiste de l’expérience des membres, vous devrez :

Être le premier point de contact pour les appels des membres et les demandes de renseignements sur les canaux numériques

Acquérir une compréhension approfondie de la façon dont les régimes de retraite d’OMERS sont administrés pour fournir un soutien précis et opportun

Faire preuve de jugement et s’assurer que l’information est transmise de façon exacte et positive et courtoise

Traiter une variété de demandes, ce qui peut inclure la résolution de tout problème transmis aux échelons supérieurs

Analyser les données pour identifier les problèmes et travailler avec les personnes appropriées pour les résoudre

Être flexible pour assumer des tâches supplémentaires, ce qui comprend l’aide aux autres équipes, au besoin

Maintenir les normes de productivité, les niveaux de service et un degré élevé de satisfaction des membres

Identifier des moyens de rationaliser les processus et de travailler plus efficacement au sein de notre équipe pour mieux servir nos membres

Travailler en collaboration avec les collègues en partageant l’information et en communiquant de façon ouverte, honnête et professionnelle

Défendre et démontrer la vision et les valeurs fondamentales d’OMERS tout en développant de bonnes relations avec les équipes internes ainsi qu’avec nos employeurs, nos membres et les institutions financières

Ce que vous obtiendrez en tant que spécialiste de l’expérience des membres :

Un rôle qui vous offre l’occasion de développer une expertise technique approfondie en matière de retraite et des compétences de haute qualité en matière de service à la clientèle

Une occasion de développer des compétences diversifiées pour desservir plusieurs canaux, y compris le traitement transactionnel, le contact direct avec les membres et d’autres communications numériques comme le clavardage en direct et le courriel

L’occasion de développer et de perfectionner vos compétences pour progresser dans l’ensemble de notre organisation

Un investissement en apprentissage continu pour soutenir votre développement de carrière

Une occasion d’offrir une expérience exceptionnelle à plus de 500 000 membres en Ontario tout au long de leur parcours de retraite

Pour postuler, vous aurez besoin de ce qui suit :

Études postsecondaires / accréditation dans un domaine d'études lié aux affaires

Une expérience de plus de deux ans dans l’administration des prestations de retraite / le service à la clientèle ou l'expérience pertinente est considérée comme un atout

Excellentes aptitudes à la communication verbale et écrite en anglais et en français

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’ll 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’ll 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 institution

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

Excellent verbal and written communication skills in both English and French

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Our story :

Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $128.6 CAD billion in net assets as of December 31, 2023.

OMERS is a jointly-sponsored pension plan, with more than 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’s 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 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.