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Client Services Representative (12 month contract)

Job ID:
J1218-0001
Job Type:
Contract
City/Province:
Toronto, Ontario, Canada
Job Category:
Call Centre
Closing Date:
December 17, 2018

Why join us?

OMERS (Ontario Municipal Employees Retirement System) is the defined benefit pension plan for approximately 470,000 active, deferred and retired employees from nearly 1,000 municipalities, school boards, libraries, police and fire departments, and other local agencies in communities across Ontario.

The benefits and services we provide are funded by equal contributions from active members and their employers, and the investment earnings of our Fund. Our $85.2 billion of net assets are invested in a diversified global portfolio of public investments, private equity, infrastructure and real estate. We have OMERS employees in Toronto and other major cities across North America, the U.K., Europe and Australia. We work towards our vision to make OMERS a leading model for defined benefit pension plan sustainability. Our core mission is to deliver secure and sustainable pensions to our members.

The Client Services department is a team focused environment, providing best in class service to all OMERS clients.

Reporting to the Manager, Client Services, the Client Services Representative will support the execution of all Client Services objectives and provides support to Senior Client Service Representatives and Client Experience Leads.

The individual will be responsible to assist and support members, employers, pensioners, and other interested parties on inquiries regarding all aspects of the OMERS Pension Plan(s). In addition, the individual will be responsible for responding to email communications and initiating transactions for pension administration processes related to current key initiatives such as buy-back, transfers and other growth business processes. The individual will demonstrate a desire to provide first in class service to all OMERS clients.

As a member of this team, you will be responsible for:

Client Service/Focus
• The first point of contact in answering inquiries, and providing information to clients to allow them to make an informed decision, when necessary. Able to develop a good rapport with clients (external and internal) and focus on clients’ needs to enhance clients overall experience.
• Demonstrate excellent judgment and tact when dealing with clients, and ensure issues are investigated thoroughly when providing a response to a question or issue that has arisen.
• Perform initial investigation of contentious client issues, takes appropriate action, and prepares incident reports in a timely manner; ensuring the report is submitted for further investigation and resolution.
• As an ambassador of OMERS, maintain a professional rapport with others at all times.

Technical Expertise
• Acquire a solid understanding of other department functions related to administration of the OMERS Pension Plan(s), in order to provide timely, accurate, and technical support to OMERS client groups.
• 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.
• Handling of complex or sensitive calls in a professional manner and ensuring that issues are followed through to completion.
• 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 the clients identify/recommend continuous improvement opportunities pertaining to process, communication materials (including employer newsletters, employer forms, and the Employer Administration Manual), and system enhancements.
• Flexibility in being able to take on other duties as assigned.

Training:
External
• Provides all client groups training on business functions/ processes related to pension administration, benefit calculations or available products through side by side instruction.
• Assist Education & Training department with webinars, client workshops and one-on-one meetings

Team Work
• 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 including Pension Accounting, and externally with employers, members and 3rd party representatives.
• Keep appropriate management team members informed by providing immediate feedback on sensitive client issues.
• Uphold and demonstrate OMERS Vision and Core Values when dealing with both internal and external clients.
• Work well independently as well as in a team environment

To succeed in this role, you:

• University Degree and/or College Diploma with a minimum of 1 to 2 years working experience in pension, financial, or a contact centre/customer service related industry.
• Successful completion of Pension Plan Administration Certificate (PPAC) 1 and 2 and/or currently pursuing PPAC Certificate is an asset.
• 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 Client Services service levels.
• Aptitude for technology.
• Ability to speak French fluently would be an asset

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