Job Title

Bilingual Member Experience Specialist page is loaded Bilingual Member Experience Specialist Apply locations Toronto, Ontario time type Full time posted on Posted 30+ Days Ago job requisition id JR-6034 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 600,000+ 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. Dont just work anywhere come build tomorrow together with us. Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply. En tant que spcialiste de lexprience des membres, vous devrez: tre le premier point de contact pour les appels des membres et les demandes de renseignements sur les canaux numriques Acqurir une comprhension approfondie de la faon dont les rgimes de retraite dOMERS sont administrs pour fournir un soutien prcis et opportun Faire preuve de jugement et sassurer que linformation est transmise de faon exacte et positive et courtoise Traiter une varit de demandes, ce qui peut inclure la rsolution de tout problme transmis aux chelons suprieurs Analyser les donnes pour identifier les problmes et travailler avec les personnes appropries pour les rsoudre tre flexible pour assumer des tches supplmentaires, ce qui comprend laide aux autres quipes, au besoin Maintenir les normes de productivit, les niveaux de service et un degr lev de satisfaction des membres Identifier des moyens de rationaliser les processus et de travailler plus efficacement au sein de notre quipe pour mieux servir nos membres Travailler en collaboration avec les collgues en partageant linformation et en communiquant de faon ouverte, honnte et professionnelle Dfendre et dmontrer la vision et les valeurs fondamentales dOMERS tout en dveloppant de bonnes relations avec les quipes internes ainsi quavec nos employeurs, nos membres et les institutions financires Ce que vous obtiendrez en tant que spcialiste de lexprience des membres: Un rle qui vous offre loccasion de dvelopper une expertise technique approfondie en matire de retraite et des comptences de haute qualit en matire de service la clientle Une occasion de dvelopper des comptences diversifies pour desservir plusieurs canaux, y compris le traitement transactionnel, le contact direct avec les membres et dautres communications numriques comme le clavardage en direct et le courriel Loccasion de dvelopper et de perfectionner vos comptences pour progresser dans lensemble de notre organisation Un investissement en apprentissage continu pour soutenir votre dveloppement de carrire Une occasion doffrir une exprience exceptionnelle plus de 500000membres en Ontario tout au long de leur parcours de retraite Pour postuler, vous aurez besoin de ce qui suit: tudes postsecondaires/accrditation dans un domaine d'tudes li aux affaires Une exprience de plus de deux ans dans ladministration des prestations de retraite/le service la clientle ou l'exprience pertinente est considre comme un atout Excellentes aptitudes la communication verbale et crite en anglais et en franais ________________________________________________________ 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. Youll 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 youll 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 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 opportunitieswith 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) As one of Canadas 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 Purpose@Work committee and employee recognition programs. #J-18808-Ljbffr