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Service Center Representative

Foresters Financial Services, Inc. -
Remote

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Job details

Full-time
$42,000–$57,000 a year

Qualifications

Bilingual
CRM software
Spanish
Customer retention
Customer service
Post-secondary education
English
Bachelor's
Financial services
College diploma
Communication skills
Time management

Full job description

Career Opportunity

Role Title

Service Center Representative

Purpose of role

We are always on the lookout for great new talent to join our Service Center! Submit your application and you could be next to join our team!

Foresters Financial believes superior performance helps us drive innovation and customer experience excellence. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the needs of our employees. Foresters Financial is seeking both Spanish Bilingual and/or Unilingual Service Centre Representatives who are invested in providing exceptional service, while handling complex and intricate customer inquiries related to our insurance products. Including but not limited to: managing back-office processing tasks; handling payment processing; focusing on customer retention; providing technical support for login issues and our online portal and app; promoting self-service and online tools; explaining complex insurance terms to customers; while demonstrating patience and understanding with customers from broad and diverse cultural backgrounds. You will be responsible for ensuring customer satisfaction through efficient and effective communication and problem-solving that fosters and enhances the customer experience and relationship with Foresters Financial.

Are you ready to be engaged? Are you ready for a challenge? Are you ready to work with people you really like? Are you ready to make a difference?

Key benefits of this role:

Work from home opportunities
Full time schedules with weekends off (Rotating shifts between 9am-5:30pm EST)
Full benefits package and pension with company match
Vacation time and bonus structure
All required equipment/hardware provided
Supportive management and co-workers
Diverse and inclusive working environment
Constant opportunity to learn, grow and advance your career

Job Description

Key Responsibilities

Answer complex customer inquiries and issues via phone, email, and chat with a focus on first-contact resolution
Prioritize the customer relationship by listening and responding with empathy
Demonstrate patience and clear communication when assisting customers from diverse cultural backgrounds
Provide detailed information about insurance products, policies, and processes
Explain complex insurance terms and concepts to customers in an understandable manner
Analyze and resolve customer inquiries and complaints, ensuring a high level of customer satisfaction
Collaborate with other departments to resolve complex issues and improve processes
Handle back-office processing tasks including policy updates, documentation, and data entry
Process customer payments accurately and efficiently, including handling billing inquiries and resolving payment issues
Maintain up-to-date knowledge of company policies, products, and services
Document all customer interactions and maintain accurate records in the CRM system
Troubleshoot and resolve technical issues related to the online portal and app usage, including login issues, navigation, and other technical support
Promote the use of self-service and online tools to customers, educating them on the benefits and functionalities
Support operational strategies to improve customer retention and reduce churn
Conduct follow-up calls and communications, when necessary, to ensure customer satisfaction and address any ongoing concerns
Identify trends in customer feedback and provide insights to improve the overall customer experience
Understand the impact of individual Key Performance Indicators (KPIs) and set challenging development goals to support individual and team success
Meet or exceed established KPIs, such as customer satisfaction, productivity metrics and service quality
Assist in training and mentoring new team members, where necessary
Participate in regular team meetings and contribute to continuous improvement initiatives
Cultivate self-awareness by proactively seeking feedback and acting upon it

Key Qualifications

Education (minimum required): Post Secondary Education (asset)
Experience (minimum required): 3-5 years of customer service experience with a passion for service excellence. Previous inbound contact center and financial service experience is an asset
Knowledge of insurance products and regulatory requirements is an asset
Proven ability to handle complex customer issues with empathy and professionalism
Excellent communication skills, both verbal and written
Demonstrated patience and effective communication skills to explain complex insurance terms and concepts to customers from diverse backgrounds in an understandable manner
Proficiency in navigating multiple systems including CRM systems and other customer service software
Experience in back-office and payment processing
Experience with customer retention strategies
Strong technical skills with aptitude to troubleshoot technical issues, navigate and learn new systems
Experience promoting and educating customers on self-service and online tools
Resourceful, with strong problem-solving skills and attention to detail
Ability to work independently and as part of a team
Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities
Strong understanding of Contact Center Key Performance Indicators and their role in customer experience success
College Diploma or University Degree an asset
Proficiently bilingual (verbal and written) in English and Spanish (is an asset) to effectively communicate with internal and external customers/partners and vendors as required
Flexibility to work various shifts based on business needs, including occasional paid Overtime and Statutory Holidays as needed

#LI-Remote

Must be available to work rotating shifts between the hours of 9:00am and 6:30pm, Monday to Friday, occasional Overtime and provide coverage on some Canadian Statutory holidays
Our office is located at Eglinton and Don Mills

Salary Range:

$42,000.00 - $57,000.00

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.

Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [email protected] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.

Apply Now

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