Service Center Representative

Description:

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 service 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 believe in providing service excellence to our members, customers and producers through handling of incoming service related calls. This role will accurately resolve, relay and record confidential customer information using company-approved technologies and tools in accordance with established processes, policies and procedures. Service delivery will have a view of operational efficiency with a focus on enhancing the customer experience and relationship with Foresters Financial.

Key Responsibilities

• Answer inbound service-related calls regarding all aspects of doing business with Foresters Financial and Foresters Financial activities. Conduct follow up calls as needed.

• Prioritize the customer relationship at all times by listening and responding with empathy

• Stay current on relevant business topics, communications and process changes

• Provide the highest level of customer service and facilitate all actions necessary through collaboration with multiple business areas, including research and follow up to positively satisfy customer needs

• Maximize opportunities to influence the customer relationship and build loyalty by providing excellent customer service and promoting the benefits self-service capabilities that Foresters offers; as well as the benefits of being a Foresters member

• Proficiently determine the needs of the caller and provide support with accurate and timely resolution following approved escalation procedures

• Understand the impact of individual Key Performance Indicators and set challenging development goals to support individual and team success

• Contribute innovative ideas to solve problems, prioritizing continuous improvement

• Cultivate self-awareness by proactively seeking feedback and acting upon it

Key Qualifications

• 3-5 years of customer service experience with a passion for service excellence. Previous inbound contact center experience is an asset

• Ability to meet tight timelines under pressure while delivering quality service

• Technical/analytical skills that fit within established systems, standards, and clearly defined procedures within in a structured job environment

• Strong computer skills, including keyboarding accuracy and aptitude navigate and learn new systems

• Ability to self-manage workload volumes and changing priorities in a team environment

• Engaging and personable with the ability to listen carefully, organize and communicate complex information while multi-tasking in order to meet customer expectations

• Creative and confident problem solver, results oriented with emphasis on accuracy and attention to detail and the ability to understand impacts of decisions

• Systematic, methodical, organized and analytically oriented

• Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities

• Team oriented with the ability to share your expertise

• Willingly seek and accept personal accountability

• Knowledge of Contact Center Key Performance Indicators is an asset

• Knowledge of life insurance industry products and services would be a preferred asset

• 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