Reinstatement Specialist

Career Opportunity

Role Title

Reinstatement Specialist (20 months contract)

Purpose of role

The Reinstatement Specialist will administer and maintain all changes related to pending lapse/reinstatements for the U.S. marketplace. The role requires the individual to handle both inbound/outbound calls and administrative work simultaneously.

Our customer service approach will be achieved through our dedication to service, our focus on performance and our commitment to personal accountability.

To be successful in this role, you will:

- Assign a high priority to customer service excellence and understands the value of customer satisfaction in driving success
- Take ownership and responsibility for resolving customer concerns with every interaction
- Demonstrate leadership, model customer service values and drive quality and process optimization
- Display high energy, passion and a positive attitude
- Meet tight timelines under pressure while delivering quality service
- Continuously learn about customers, their priorities and their expectations
- Be flexible, personally embrace change and commit to continuous learning
- Support the organization’s key priorities
- Own the results, share work experiences and willingly seek and accept personal accountability

**Job Description**:

- Key Responsibilities:

- Complete in depth calculations for purposes of quotes requested internally or externally.
- Liaise with the Underwriting team and Product Solutions Group, to resolve issues regarding validating requirements and confirming product information.
- Assess product guidelines to ensure changes meet legislative and corporate requirements.
- Answer inbound service-related calls from the Service Center, to investigate complex inquiries
- Communicate and correspond with members/producers regarding requirements and reinstatement quotes
- Achieve or improve on established SLA‘s, identifying opportunities for process improvements.
- Assist and support other team members as required during vacation, absences and peak workload periods.

NOTE: Must be available to work rotating shifts between the hours of 8:00 am and 6:30 pm and provide coverage on some Canadian Statutory holidays.

Key Qualifications:

- High functioning knowledge of Vantage, CRM and File Nexus
- Strong oral and written communication skills and the ability to build effective internal and external relationships.
- Strong knowledge of Insurance contracts, practices and products
- Knowledge and understanding of Compliance regulations/guidelines/contract. (e.g. audit, authorization requirements) is an asset.
- Demonstrated mathematical aptitude and strong data analysis skills with attention to detail and accuracy
- Demonstrated problem solving and conflict resolution skills.
- Strong verbal and written communication skills and the ability to build effective internal and external relationships.
- Ability to balance high productivity with superior quality.
- Ability to manage daily workflow to meet deadlines.
- Ability to multi-task and re-prioritize workload as required.
- Ability to work in a fast paced and ever-changing environment.
- Demonstrated ability to take ownership of any errors to ensure resolution.
- Must be able to work independently, with little supervision in a team environment.
- Knowledge of Microsoft Office suite of products, specifically Excel.
- Bilingual (Spanish) is an asset

LI-Hybrid

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._
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- in advance of your appointment._