OMERS EMPLOYEE SPOTLIGHT
Meet Anthony, a Member Experience Lead on our Member Services team
The Member Services team at OMERS provides best-in-class service to you, our members. Whenever you call our contact centre or send a secure message through myOMERS, our Member Services Representatives are there to help. /sites/omers-newsletter/static/images/sites/omers-newsletter/static/images/sites/omers-newsletter/static/images/sites/omers-newsletter/static/images/sites/omers-newsletter/static/images/sites/omers-newsletter/static/images
Anthony joined OMERS three years ago and was promoted to Member Experience Lead in 2019, putting him on the front line at OMERS. Being the first point of contact for over 500,000 members is hugely motivating for Anthony:
“Working on the Member Services Team gives me a strong sense of purpose because my team and I get to help members make important decisions throughout their employment journey and after retirement when they are collecting their pension. We have to really understand and appreciate our members to offer them the best service, and getting to know them is very gratifying.”
Speaking with so many members daily has given Anthony a unique perspective on their diverse needs, so he always prioritizes making genuine connections and humanizing the experience. “It’s not a typical contact centre. The pension is so critical to people’s quality of life and we need to make OMERS information easy for everyone to understand. We put in a lot of effort to make our members feel comfortable when they call in, to make a connection with easy conversation so we can truly understand how we can help,” he says.
Before his career at OMERS, Anthony earned a Bachelor of Commerce degree at Ryerson University in Toronto. It was in his final semester that he first learned about OMERS in a Retirement and Estate Planning course. He was attracted to OMERS and found the notion of building his career at a defined benefit pension plan appealing for its power to impact the greater good. Ultimately, he chose a career path that would facilitate his helping Ontarians secure retirement income for life.
The Member Services team continues to deliver service remotely through the pandemic and, while they may be taking calls from their living rooms rather than the office, the team’s drive to deliver exceptional service remains.
“We’re always innovating,” Anthony explains. “We want members to contact and communicate easily with us so that they can get the information they need, no matter what.”