Service Center Representative

Service Center Representative Foresters Financial invites a dedicated Service Center Representative to deliver exceptional customer experience across our insurance products. The role blends front‑line support with back‑office processing and technical guidance. Key Benefits Work from home opportunities Full‑time schedule with rotating shifts (9:00 am‑6:30 pm EST, weekdays) Competitive compensation including bonus structure Comprehensive benefits package and pension with company match All required equipment and hardware provided Supportive management and inclusive team culture Diverse and inclusive working environment Key Responsibilities Answer complex customer inquiries via phone, email, and chat, focusing on first‑contact resolution. Prioritize the customer relationship by listening, responding with empathy, and demonstrating patience with diverse backgrounds. Provide detailed information about insurance policies, procedures, and product features. Explain complex insurance terms 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 billing inquiries and payment issue resolution. 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 and navigation. Promote the use of self‑service and online tools to customers, educating them on benefits and functionalities. Support operational strategies to improve customer retention and reduce churn. Conduct follow‑up calls and communications to ensure customer satisfaction and address ongoing concerns. Identify trends in customer feedback and provide insights to improve the overall experience. Understand 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 as needed. Participate in regular team meetings and contribute to continuous improvement initiatives. Key Qualifications Post‑secondary education (asset). 3–5 years of customer service experience with a passion for service excellence; inbound contact center 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 verbal and written communication skills. Proficiency in navigating multiple systems including CRM and customer service software. Experience in back‑office and payment processing. Experience with customer retention strategies. Strong technical troubleshooting skills and aptitude to learn new systems. Experience promoting and educating customers on self‑service and online tools. Resourceful problem‑solving skills with attention to detail. Ability to work independently and as part of a team. Effective multitasking and time management skills. Strong understanding of Contact Center KPIs and their role in customer experience success. College diploma or university degree is an asset. Bilingual (English and Spanish) is an asset; proficiency in both languages is required. Flexibility to work rotating shifts and occasional paid overtime. Equal Opportunity Employment and Inclusion Foresters Financial is an equal opportunity employer. We are committed to fostering an inclusive environment for all employees and applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective and provide an accessible candidate experience. For accommodations during the recruitment process, please email #J-18808-Ljbffr