Client Support Specialist

Foresters Financial•Toronto, ON

27d•CA$43,000 - CA$63,000•Hybrid

About The Position

Working within the Service Centre, this job provides first contact resolution with existing Members, regarding Membership inquiries, Inforce customer (Member and Producer) inquiries and requests on Current sold and legacy products within US and Canada. Including functional processing and verbal disbursements via phone as well as request for Producer contact requests. The Customer Relationship Specialists responsibilities include answering inquiries, building relationships with all business units and complaint/escalation handling, quality reviews and floor support.

Requirements

Completion of post secondary education including college certificate, diploma or equivalent education and experience
Proven ability as determined by respective Team leader to handle customer escalations including but not limited to root cause analysis, remediation, mitigation activities and solutions.
Proven ability or knowledge of the existing quality process within the Service Center.
Above average or higher Key Performance Indicators as per Service Center Standards (Quality, Average Handle Time, and Average Speed to Answer)
Acceptable Absenteeism level as per Service Center Standards
Demonstrated professional customer service demeanor
Ability to build rapport with customers and internal stakeholders
Enthusiastic telephone presence (people can hear you smile)
Strong verbal and written communication skills to effectively communicate with internal and external customers
Own the results, share work experiences and willingly seek and accept personal accountability.
Ability to work rotating shifts within the defined hours of operations including US/Canadian Statutory holiday’s as required.
Proficient mathematical aptitude for calculating various types of values and premium amounts.

Nice To Haves

LOMA ACS Designation or FLMI is an asset
Lynda.Com Playlist completed related to effective complaint handling, coaching and quality
LOMA courses preferred. Will be required to complete LOMA 281 & 291 within the first year of employment with commitment to continue ongoing LOMA development
Knowledge of Life Insurance, Financial Services and Products (an asset)

Responsibilities

Handling phone inquiries on Membership, Inforce customer (Member and Producer) and currently sold and legacy products within US and Canada.
Functional one and done processing – handling inquiries from our Members and Producers from Initial contact to final processing.
Providing floor support to new hires and existing agents, by way of side by side coaching, support with difficult callers, identifying opportunities and areas of improvement with Team Leaders.
Completing 5 quality reviews per Service Center Representative monthly – Providing feedback of areas of opportunity back to the respective Team Leader for coaching purposes.
Handling Customer complaints that Service Center Representatives are unable to handle from initial call to resolution. This could include and is not limited to liaising with other internal departments, colleagues, as well as taking ownership to provide a resolution that benefits Foresters Customers and the business.