Omers- Member Experience Specialist- Neurodiversity

1 week ago

Toronto, Ontario, Canada Specialisterne Full time

Specialisterne is recruiting
Employees with a different perspective or an alternative communication style contribute to dynamic, innovative and productive workplaces.

Yet because of standard recruitment processes and management practices, many autistic or neurodivergent job seekers face systemic barriers to accessing and maintaining employment.

Our process is designed to tackle these barriers, creating opportunities for job seekers to showcase their skills and abilities.

Specialisterne Canada is proud to partner with OMERS on a Neurodiversity Hiring Initiative.

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.

Descriptions of the roles are provided below. Applications must be submitted in full no later than 11:00pm EST on Friday, March 3, 2023.

Role Descriptions

OMERS

Member Experience Specialist

Toronto, Hybrid, On-site 1-2 times per week

37.5 hours per week

Core Responsibilities:

  • Handle inbound and outbound member/third party calls, digital communications, and live chats to support members/third parties with their pension inquiries and administration of their pension benefits and deliver superior member service to support the Member Satisfaction score
  • Redirect requests to other business units as required to ensure the request is handled by the appropriate department
  • Process transactions from hire to retire and beyond to support administration of the plan for members, employers and third parties and to ensure delivery against service levels and regulatory timelines
  • Follow up with members by phone or in writing to obtain any missing information required in order to process their request
  • Monitor workload and prioritize accordingly to ensure transactions are processed in a timely manner and that any project deadlines are met

Qualifications

_ General Skills and Abilities_

  • Good written and verbal communication skills to articulate complex pension administration in a simple and meaningful way to each of their members over the phone/digital communications/live chat
  • Teamwork skills to support peers with their questions and/or collaborating with peers
  • Problemsolving skills to effectively solution and/or determine next steps when presented with an issue
**_
Digital and Technical Skills_**- Intermediate Microsoft Excel and Word skills to complete member letters and/or internal forms for processing purposes

_ Education_

  • Postsecondary education or accreditation in a businessrelated field
**_
Experience (Professional, Academic, Personal)_**- 2+ years of pension benefit administration/client service or relevant experience is considered an asset, but
not required

Additional Information

Here's how frequently the following types of communication and interaction are required to perform the job:

  • Oral communication: Constantly
  • Instant messaging: Constantly
  • Telephone Communication: Constantly
  • Video communication: Daily
  • Interacting with supervisors: Daily
  • Interacting with peers: Daily
  • Interacting with customers: Daily
  • Training or teaching others: Optional with career growth

Here's what can be stressful on the job:

  • Spikes in call and/or transaction volume
  • Escalation of calls/transactions
  • Deadlines and schedule adherence
  • There is a lot of training content to learn in the beginning
  • Employees will be given the tools and support necessary to successfully navigate any stressors

Workplace Support:

  • Specialisterne and our employer partners are committed to providing inclusive onboarding experiences and supporting new employees as they learn on the job
  • All new hires continue to liaise with a Specialisterne Workplace Support Manager for their first twelve weeks on the job

The Recruitment Process

To be considered for this position, you won't be interviewed by the employer.

Instead, here's how it works:
- **-
Join our talent pool (if you haven't already):Complete a talent pool questionnaire and a "Workplace Skills Inventory" (about your situation, job skills and how you work best), and a pre-employment assessment (this is an additional way to show your job skills/abilities instead of interviewing).

Next steps:

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