Bilingual Member Experience Specialist Ontario

As a Member Experience Specialist you will assist and support members, employers, pensioners and other interested parties with inquiries regarding all aspects of the OMERS Pension Plan. You will be the first point of contact across phone, digital communication and transactional processing.

• Provide accurate and timely support by developing a deep understanding of how OMERS pension plans are administered.
• Deliver sound judgement, ensuring information is relayed accurately, positively and courteously.
• Handle a variety of inquiries, including resolving escalated issues.
• Process transactions using pension administration systems and related OMERS technology.
• Perform follow‑ups for members, employers or third parties to obtain missing information.
• Analyze data to identify issues and collaborate with appropriate personnel to resolve them.
• Take on additional tasks, such as assisting other teams as required.
• Maintain productivity standards, service levels and high member satisfaction.
• Identify ways to streamline processes and improve efficiency across the team.
• Collaborate with peers, sharing information and communicating openly, honestly and professionally.
• Uphold OMERS vision and core values, building rapport with internal teams, employers, members and financial institutions.

• 2+ years of pension benefit administration, client service or relevant experience.
• Excellent communication skills and technical savvy to provide exceptional member experience in English and French.
• Positive attitude, customer‑service focus and commitment to personal development and continuous learning.
• Ability to maintain composure in high‑pressure situations and adapt to changing circumstances.
• High integrity and discretion to ensure confidentiality of sensitive information.
• Post‑secondary education or accreditation is an asset.
• Bilingualism in English and French required.
• Ability to travel to the Toronto Head Office quarterly.
• Reliable high‑speed internet connection for effective remote work.

• Annual salary of $66,000 plus a target bonus of 8%.
• Participation in the OMERS Defined Benefit Pension Plan.
• Employer‑paid health benefits from day one.
• Annual health spending account and employee support programs.
• Annual wellness credit of $600 for an active lifestyle.
• Competitive paid time off: 15 vacation days and 5 personal days per year.
• Hybrid work environment allowing office and remote work.
• Diverse and inclusive culture with access to employee resource groups.
• Extensive professional development through top‑tier learning platforms such as Coursera.

We are an equal‑opportunity employer committed to an inclusive, barrier‑free recruitment and selection process that extends throughout the employee experience.

This posting is not for an existing vacancy; however, a vacancy may become available in the future.