Bilingual Member Experience Specialist

2 weeks ago

Old Toronto, Canada OMERS Full time
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

Fluent in French is an asset #J-18808-Ljbffr

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