Bilingual Member Experience Specialist Ontario

About the Role

We are hiring a cohort of Bilingual Member Experience Specialists to join our team. This will require you to be based out of Timmins, Ontario or surrounding area. You will work remotely with occasional travel to the Toronto head office for meetings, training and other business requirements.

As a Member Experience Specialist, you will assist and support members, employers, pensioners, and other interested parties on inquiries regarding all aspects of the OMERS Pension Plan. In addition, you will be responsible for responding to digital communications and processing transactions for pension administration processes such as enrolments, retirements, buy-backs, and much more. You will provide best‑in‑class service to all OMERS clients.

• 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.
• Continuous learning investment to support your career growth.
• A robust onboarding and training program to develop the pension knowledge and skillset to enable your confidence to interact with our members.
• An opportunity to provide an exceptional experience to 640,000+ members in Ontario throughout their retirement journey.

• Be provided with a comprehensive learning curriculum to upskill your pension knowledge.
• Be the first point of contact to service members by phone, digital communication, and transactional processing.
• 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 member, employer, or third‑party 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 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 institutions.

• 2+ years of pension benefit administration/client service or relevant experience.
• Excellent communication skills and possess technical savvy to provide an exceptional member experience in both English and French.
• 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.
• Post‑secondary education/accreditation would be considered an asset.
• Bilingualism in English and French is required. Ability to travel to Toronto Head Office on a quarterly basis for meetings.
• Access to a reliable high‑speed internet connection to ensure effective remote work.

• A rewarding and fulfilling career with a first‑class pension plan.
• An annual salary of $66,000 + target bonus of 8%.
• 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, Life Speak 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 +…