Employer Experience Analyst

OMERS•Toronto, ON

4d•CA$72,000 - CA$108,000•Onsite

About The Position

Reporting to the Manager, Employer Experience, the Analyst, as a member of the Employer Services team, is responsible for building strong relationships with employer administrators to provide guidance through their OMERS administration. The Employer Experience team provides many opportunities to apply analytical skills and build strong working relationships within Pension Services and with OMERS administrators across Ontario. This work ultimately contributes to ensuring employer administrators report correct and timely information so that OMERS members can make informed decisions about their pensions.

Requirements

Minimum of 5 years working experience in pensions, financial or a contact centre/customer service-related industry
Conceptual thinker with excellent oral communication skills and excellent writing skills.
Possess a positive attitude, customer service focus with a commitment to personal development and continuous learning
Excellent attention to detail, and ability to work under pressure to meet Employer Experience service levels
Aptitude for technology

Nice To Haves

University degree and/or college diploma
Successful completion of Pension Plan Administration Certificate (PPAC) 1 and 2 and/or currently pursuing PPAC certificate is an asset
Ability to speak French fluently would be an asset

Responsibilities

The first point of contact in answering inquiries and providing information to employers to allow them to understand and complete their administrative duties.
Demonstrate excellent judgment and tact when dealing with employers, and ensure issues are investigated thoroughly when providing a response to a question or issue that has arisen.
Develop new and enhance existing relationships with employers through personalized, meaningful interactions.
As an ambassador of OMERS, maintain a professional rapport with others at all times.
Acquire a solid understanding of other department functions related to administration of the OMERS Pension Plan(s) in order to provide timely and accurate support to OMERS employers.
Able to handle all types of calls from basic inquires to sensitive complex issues, defusing situations where needed.
Ability to clearly capture the key points of the call and respond to e-mail inquiries.
Remain current on regulatory/policy changes relating to the OMERS Pension Plan(s), new OMERS initiatives and products, as well as pension industry related trends.
Based on questions asked and feedback provided by employers, identify/recommend continuous improvement opportunities pertaining to process, communication materials (including employer newsletters, employer forms and the Employer Administration Manual), and system enhancements.
Provide expertise and assist with other initiatives within Employer Experience and Stakeholder Relations.
Works co-operatively with peers by sharing information and communicating in an open, honest and professional manner to ensure objectives are met.
Develops and maintains an effective working relationship internally with all areas of Pensions.
Keep appropriate management team members informed by providing immediate feedback on sensitive client issues.