Member Experience Specialist- Neurodiversity Hiring Initiative

Specialisterne is recruiting!

Specialisterne works with businesses in Canada and the US to hire neurodivergent employees. We connect qualified neurodivergent candidates to employment opportunities in numerous industries and sectors.

Employees with a different perspective or an alternative communication style contribute to dynamic, innovative and productive workplaces. Yet because of standard recruitment processes and management practices, many autistic or neurodivergent job seekers face systemic barriers to accessing and maintaining employment. Our process is designed to tackle these barriers, creating opportunities for job seekers to showcase their skills and abilities.

Specialisterne Canada is proud to partner with OMERS on a Neurodiversity Hiring Initiative.

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.

Descriptions of the roles are provided below. Applications must be submitted in full no later than 11:00pm EST on Wednesday, May 17, 2023.

Role Descriptions

OMERS

Member Experience Specialist

Toronto, Hybrid, On-site 1-2 times per week

37.5 hours per week

Core Responsibilities:

• Follow up with members by phone or in writing to obtain any missing information required in order to process their request
• Monitor workload and prioritize accordingly to ensure transactions are processed in a timely manner and that any project deadlines are met
• Handle inbound and outbound member/third party calls, digital communications, and live chats to support members/third parties with their pension inquiries and administration of their pension benefits and deliver superior member service to support the Member Satisfaction score
• Redirect requests to other business units as required to ensure the request is handled by the appropriate department
• Process transactions from hire to retire and beyond to support administration of the plan for members, employers and third parties and to ensure delivery against service levels and regulatory timelines

Qualifications

General Skills and Abilities

• Problem-solving skills to effectively solution and/or determine next steps when presented with an issue
• Teamwork skills to support peers with their questions and/or collaborating with peers
• Good written and verbal communication skills to articulate complex pension administration in a simple and meaningful way to each of their members over the phone/digital communications/live chat

Digital and Technical Skills

• Intermediate Microsoft Excel and Word skills to complete member letters and/or internal forms for processing purposes

Education

• Post-secondary education or accreditation in a business-related field

Experience (Professional, Academic, Personal)

• 2+ years of pension benefit administration/client service or relevant experience is considered an asset, but not required

Additional Information

Here’s how frequently the following types of communication and interaction are required to perform the job:

• Training or teaching others: Optional with career growth
• Instant messaging: Constantly
• Interacting with customers: Daily
• Interacting with supervisors: Daily
• Video communication: Daily
• Email communication: Constantly
• Oral communication: Constantly
• Telephone Communication: Constantly
• Interacting with peers: Daily

Here’s what can be stressful on the job:

• Employees will be given the tools and support necessary to successfully navigate any stressors
• There is a lot of training content to learn in the beginning
• Spikes in call and/or transaction volume
• Escalation of calls/transactions
• Deadlines and schedule adherence

Workplace Support:

• All new hires continue to liaise with a Specialisterne Workplace Support Manager for their first twelve weeks on the job
• Specialisterne and our employer partners are committed to providing inclusive onboarding experiences and supporting new employees as they learn on the job

The Recruitment Process

To be considered for this position, you won’t be interviewed by the employer. Instead, here’s how it works:

• Join our talent pool (if you haven’t already): Complete a talent pool questionnaire and a “Workplace Skills Inventory” (about your situation, job skills and how you work best), and a pre-employment assessment (this is an additional way to show your job skills/abilities instead of interviewing).
• Create a job-specific Candidate Profile: If you meet the qualifications of the role, our talent acquisition team will give you access to your Candidate Profile. You will use it to answer job specific questions and/or complete a work sample exercise to showcase your skills for this role. This is what employers will use instead of using your resume or interviewing you.
• Meet with a Specialisterne facilitator. After you have completed your Candidate Profile, a Specialisterne facilitator will book a thirty minute meeting with you to discuss your application.
• Apply to the job. This will involve completing an online questionnaire as well as submitting their resume to Specialisterne Canada.

Next steps:

• Then, selected candidates will have an opportunity to meet with the hiring manager so that they have an opportunity to learn a little more about you, and you have an opportunity to learn a little more about the job
• The employer will review compatible Candidate Profiles to select the best candidate for their job.

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