Employer Experience Specialist

OMERS; Toronto; On-site; CAD 62,000 - 92,000; Full time

Benefits offered by this job

Group benefits

Retirement plans

Job summary

OMERS seeks an Employer Experience Specialist to support and partner with Employers on inquiries and plan administration. You will become proficient in pension knowledge through a structured curriculum and serve as the first point of contact by phone and digital channels.

With 2+ years in pension administration or related client service, you will analyze data, resolve escalated issues, and maintain strong employer relationships across Ontario within OMERS governance and systems.

Qualifications

• 2+ years of pension benefit administration or relevant experience.
• Excellent communication and 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.

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.
• 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.

Skills

Pension administration

Customer service

Communication skills

Discretion / integrity

Education

Post-secondary education

Job description

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 665,000 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.

Don’t just work anywhere — come build tomorrow together with us.

Know someone at OMERS or Oxford Properties?

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About the Role

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 and Employers through their pension journey. Our Employer Experience Team is looking for service centric Employer Experience Specialists to fulfil a rewarding role in supporting and partnering with our Employers on inquiries and administration of the plan. You’ll need to be an excellent communicator and possess technical savvy to provide an exceptional Employer experience.

The Employer Experience team provides many opportunities to apply analytical skills and build strong working relationships within Pensions 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 pension.

You Will Be Responsible For

• 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.
• 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 Employers, and other digital communications like e-Correspondence and email.
• 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 Employers.
• An opportunity to provide an exceptional experience to 1,000+ Employers in Ontario throughout their administrative journey.

Required Skills & Experience

• 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.

Preferred Skills & Experience

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

This posting is for an existing vacancy.

The expected salary range for this position is $62,000.00 - $92,000.00 per year.

You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.

As one of Canada’s 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.

Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision-making remain central to our candidate experience.