Bilingual Spanish Service Center Representative

Foresters Financial•Oshawa, ON

7d•CA$42,000 - CA$57,000•Remote

About The Position

Foresters Financial is seeking both Spanish Bilingual and/or Unilingual Service Centre Representatives who are invested in providing exceptional service, while handling complex and intricate customer inquiries related to our insurance products. This includes managing back-office processing tasks, handling payment processing, focusing on customer retention, providing technical support for login issues and our online portal and app, promoting self-service and online tools, and explaining complex insurance terms to customers with patience and understanding. The role ensures customer satisfaction through efficient and effective communication and problem-solving, fostering a positive customer experience with Foresters Financial.

Requirements

3-5 years of customer service experience with a passion for service excellence.
Proficient in English and Spanish (verbal and written) to effectively communicate with internal and external customers/partners and vendors is required
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
Must be available to work rotating shifts between the hours of 9:00am and 5:30pm, Monday to Friday, occasional Overtime and provide coverage on some Canadian Statutory holidays

Nice To Haves

Post Secondary Education (asset)
Previous inbound contact center and financial service experience is an asset
Knowledge of insurance products and regulatory requirements is an 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
Flexibility to work various shifts based on business needs, including occasional paid Overtime and Statutory Holidays as needed

Responsibilities

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