Service Center Representative

🕒 June 16

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Foresters Financial

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1874

💸 Finance

🌍 Social Impact

Finance • Insurance • Social Impact

Foresters Financial is a fraternal benefit society that has been helping people protect their family’s financial future for over 150 years. The company provides life insurance and savings solutions across the US, Canada, and the UK, partnering with members to do more of the good they want to achieve. Foresters Financial focuses on empowering communities and individuals through various member benefits, including community grants and educational scholarships. They are committed to the well-being of their members, especially addressing needs such as providing accessible life insurance for people with Type 2 diabetes.

📋 Description

• 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

🎯 Requirements

• Post Secondary Education (asset) • 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

🏖️ Benefits

• 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