Service Centre Representative

Career Opportunity

Role Title

Service Centre Representative

Purpose of role

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 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.

**Job Description**:
Why you'll want to join our team:
Making a Difference at Foresters Financial
- Work from home opportunities
- Full time schedules with weekends off (Hours of operation 8am-8pm 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

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 evolve the customer relationship by providing excellent customer service and promoting 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 required
- Proficient in English (verbal and written) to effectively communicate with internal and external customers/partners and vendors is required
- Ability to meet tight timelines under pressure while delivering quality service
- Technical/analytical skills within established systems, standards, and clearly defined procedures within in a structured job environment
- Ability to self-manage workload volumes and changing priorities in a team environment
- Empathetic and personable with the ability to listen carefully, organize and communicate complex information while keyboarding 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 a strong asset
- Knowledge of life insurance industry products and services would be a preferred asset
- Intermediate computer skills, including strong keyboarding and aptitude to learn new systems
- College Diploma or University Degree an asset
- Must be available to work rotating shifts between the hours of 8:00 am and 8:00 pm, Monday to Friday, and provide coverage on some Canadian Statutory holidays
- Our office is located at Eglinton and Don Mills

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._
- _
- in advance of your appointment._