Service Center Representative
Foresters Financial•Oshawa, ON
•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. Including but not limited to: 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; explaining complex insurance terms to customers; while demonstrating patience and understanding with customers from broad and diverse cultural backgrounds. You will be responsible for ensuring customer satisfaction through efficient and effective communication and problem-solving that fosters and enhances the customer experience and relationship with Foresters Financial.
Requirements
- 3-5 years of customer service experience with a passion for service excellence.
- 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 6:30pm, 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
Benefits
- Work from home opportunities
- Full time schedules with weekends off (Rotating shifts between 9am-5:30pm 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
