Client Service Representative

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Scope:

The Client Services area is a team focused environment, demonstrating a desire to provide first in class service to all OMERS clients. The successful candidates will support the achievement of all Client Services objectives and act as a support to the Management team. In order to maintain a best in class level of service, calls are recorded and reviewed for training and quality assurance purposes.

As part of the Client Services Team, the main focus of the Client Service Representative is to provide frontline support to members, employers, pensioners, and other interested parties on inquires regarding all aspects of the OMERS Pension Plans. The position is responsible for answering calls, responding to email communications and initiating transactions for pension administration related to current key initiatives such as AVC, buy-backs and inquires specific to myOMERS.

Responsibilities:

The key areas of responsibility are directly related to OMERS Core Competencies and are as follows:
Technical Expertise
o 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.
o 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.
o 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.
o 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.
o Flexibility in being able to take on other duties as assigned.

Team Work
o Work co-operatively with peers by sharing information and communicating in an open, honest and professional manner, to ensure objectives are met.
o Develop and maintain an effective working relationship internally with all areas including Pension Accounting, and externally with employers, members and 3rd party representatives.
o Keep appropriate management team members informed by providing immediate feedback on sensitive client issues.
o Uphold and demonstrate OMERS Vision and Core Values when dealing with both internal and external clients.

Focus on Client
o 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.
o Provide prompt, accurate information, in a courteous, professional manner to both internal and external clients.
o Investigate contentious client issues, take appropriate action, and prepare incident reports in a timely manner, ensuring detailed analysis includes recommendation for resolution and being accountable through to completion.
o As an ambassador of OMERS, maintain a professional rapport with others at all times.

Qualifications:

o University Degree and/or College Diploma or Minimum of three (3) years experience working in the pension, financial, or a contact centre/customer service related industry.
o Conceptual thinker with excellent oral communication skills and excellent writing skills.
o Possess a positive attitude, customer service focus with a commitment to personal development and continuous learning
o Aptitude for technology.
o Excellent attention to detail, and ability to work under pressure to meet Client Services
service levels.
o Successful completion of Pension Plan Administration Certificate (PPAC) 1 and 2 and/or currently pursuing PPAC Certificate.
o Ability to speak French fluently would be an asset.












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