Bilingual Case Manager - Toronto, Canada - Foresters Financial Services, Inc.

Foresters Financial Services, Inc.

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Career Opportunity

Role Title

Bilingual Case Manager

Purpose of role

Our customer focused approach will be achieved through our dedication to service, our focus on performance and our commitment to personal accountability.

To be successful in this role:

Meet tight timelines under pressure while delivering quality service
Display high energy, passion and a positive attitude
Own the results and willingly seek and accept personal accountability
Seek opportunities to continuously learn about customers, their priorities and their expectations
Take ownership and responsibility for resolving customer concerns with every interaction
Assign a high priority to customer service excellence and understand the value of customer satisfaction in driving success
Be flexible and personally embrace change.

Job Description:

Key Responsibilities

Answer inbound producer service related calls regarding all aspects of Foresters Financial new business activities.
Proficiently determine the needs of the caller and provide support timely resolution in an effort to achieve onecall resolution
Review documentation/requirements for completeness, accuracy and action as required
Investigate and identify any irregular signatures and report to SIU/BQR per guidelines
Manage the case followup of documents for missing/incomplete information
Review, investigate, process and track delivery requirements as required
Process policy changes within established period of time (i.e. cancellations, reissues, 90day changes)

- partners)

Demonstrate professional verbal and written communication with internal and external partners that include Master Agencies and phone queue management
Proactively take initiative to support or recommend processes improvements/efficiencies
Liase with and maintain strong working relationships with all stakeholders to ensure effective decisions and workflow.

Key Qualifications

College diploma or related work experience
Ability to proactively search out opportunities to improve processes and efficiencies
Self starter who takes the initiative, makes decisions both independently and within the team environment and who has an interest in research and problem solving
Understanding of Foresters products, services, systems and regulatory requirements, with the ability to recognize discrepancies, anomalies and inconsistencies
Willingness to share work experiences and commit to continuous learning
Resultsoriented with strong attention to detail and ability to understand and balance both the short and longterm impact of decisions, actions and priorities
Ability to multitask and problemsolve in response to changing needs and schedules
Flexible to changing priorities and work demands including various work schedules
Ability to meet timelines and work within established service level agreements (SLA)
Adaptable to changing work environment, including system, processes and procedures
Strong organizational skills to effectively monitor and track information
Strong written, verbal and interpersonal skills required
Data input, 4550 words per minute.

Hours of operation are from 8am to 8pm and shifts will vary between those times, including Saturdays and Canadian Statutory holidays as required.

LI-Hybrid

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._
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- in advance of your appointment._