Member Experience Specialist (Future Opportunities) (Toronto)

Member Experience Specialist

Our Member Experience Team is looking for a service‑centric individual to assist and support members, employers, and retirees with inquiries and administration of their pension benefits.

Responsibilities

• Serve as first point of contact for members via phone, digital communication, and transactional processing.
• Respond to inquiries regarding all aspects of the OMERS Pension Plan(s).
• Handle digital communications and initiate transactions for pension administration processes related to current key initiatives such as buy‑backs, transfers, and other growth business processes.
• Process transactions using pension administration systems and other related OMERS technology.
• Perform follow‑ups for missing or incomplete information.
• Analyze data to identify issues and work with appropriate teams to problem‑solve.
• Maintain productivity standards, service levels, and a high degree of member satisfaction.
• Identify and suggest process improvements.
• Collaborate with peers and internal teams in a professional manner.
• Uphold OMERS vision and core values while building rapport with internal teams, employers, members, and financial institutions.

Qualifications

• 2+ years of pension benefit administration/client service or relevant experience.
• Excellent communication skills and technical savvy to provide an exceptional member experience.
• Positive attitude, customer‑service focus, commitment to personal development and continuous learning.
• Ability to maintain composure in high‑pressure situations and adapt effectively to changing circumstances.
• High integrity and discretion to ensure confidentiality of sensitive information.
• Post‑secondary education/accreditation considered an asset.
• Fluency in French is an asset.

Benefits

• Annual salary of $62,000 plus target bonus.
• Participation in the OMERS Defined Benefit Pension Plan.
• Comprehensive employer‑paid health benefits.
• Annual health spending account and employee support programs (Headversity, Maven, Life Assurance, Employee Assistance Program).
• $600 annual wellness credit.
• Paid time off: 15 days vacation + 5 personal days annually.
• Hybrid work environment.
• Diverse and inclusive culture with Employee Resource Groups.
• Extensive professional development and growth opportunities, including access to top‑tier learning platforms such as Coursera.
• Recognition as Greater Toronto's Top Employers (2024), Great Place to Work in Canada (2024) and Canada’s Most Admired Corporate Cultures (2023).

EEO Statement

From hire to retire, we are an equal prospect employer committed to an inclusive, barrier‑free recruitment and selection process that extends all the way through your employee experience.