Employer Experience Specialist

OMERS•Toronto, ON

3d•CA$62,000 - CA$92,000•Hybrid

About The Position

Join a global workplace that embraces diversity and empowers employees to personalize their journey. OMERS is a purpose-driven, dynamic, and sustainable pension plan, serving as an industry-leading global investor with teams in major cities worldwide. We embody the values of our 665,000 members, prioritizing their best interests. This role is within the Employer Experience Team, which supports and partners with Employers on inquiries and administration of the pension plan. The team offers opportunities to apply analytical skills and build strong working relationships, ultimately ensuring accurate and timely information for OMERS members. The Employer Experience Specialist will be a service-centric role, acting as the first point of contact for Employers, providing support via phone, digital communication, and transactional processing.

Requirements

2+ years of pension benefit administration/client service or relevant experience.
Excellent communication skills and possess technical savvy to provide an exceptional member experience.
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.

Nice To Haves

Post-secondary education/accreditation would be considered an asset.
Fluent in French is an asset.

Responsibilities

Be provided with a comprehensive learning curriculum to upskill your pension knowledge.
Be the first point of contact to service Employers by phone, digital communication, and transactional processing (annual reconciliation – 119).
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.
Process transactions by effectively utilizing pension administration systems and other related OMERS technology.
Perform Employer follow-ups for missing or incomplete information.
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 Employer satisfaction.
Identify ways to streamline processes and work more effectively across our team to better serve our Employers.
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 institutions.