Bilingual Member Experience Specialist (Future Opportunities)

Choose a workplace that empowers your impact. Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best. We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 665,000 members, placing their best interests at the heart of everything we do. Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work. Don’t just work anywhere — come build tomorrow together with us.

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.

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 640 000 membres en Ontario tout au long de leur parcours de retraite

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 640,000+ 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:

• 2+ years of pension benefit administration/client service or relevant experience.
• Excellent communication skills and possess technical savvy to provide an exceptional member experience in both English and French.
• A positive attitude, customer service focus with a 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 the confidentiality of sensitive information.
• Post-secondary education/accreditation would be considered an asset.
• Bilingualism in English and French is required.

What we are offering:

• A rewarding and fulfilling career with a first-class pension plan.
• An annual salary + target bonus.
• Participation in the OMERS Defined Benefit Pension Plan.
• From the day you join, comprehensive employer-paid health benefits.
• Annual health spending account and employee support programs such as Headversity, Maven, LifeSpeak and Employee Assistance Program.
• An annual wellness credit of $600 that promotes an active lifestyle through League
• Competitive paid time off: 15 days of vacation + 5 personal days annually
• A hybrid work environment that allows employees to work in-office and remotely.
• Diverse and inclusive culture with access to a variety of Employee Resource Groups.
• Extensive professional development and growth opportunities with access to top tier learning platforms such as Coursera.
• An award-winning workplace recognized as one Greater Toronto's Top Employers (2024), Great Place to Work in Canada (2024) & Canada's Most Admired Corporate Cultures (2023)
• The expected salary for this position is $66,000 per year.
• You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

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

This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our View email address on apply.j-vers.com committee and employee recognition programs.

Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision-making remain central to our candidate experience.

We're committed to:We are passionate about inclusion and advocate for I&D across our network of employees, members and partnersWe are proud of our commitment to developing a best in class approach to complete wellness for our employees and membersWe invest in our people, providing them with opportunities so they can develop and grow