Customer Service Agent- Bilingual English and Spanish- Work from Home - Canada - Foresters Financial

Foresters Financial Canada

3 weeks ago

Description

Foresters Financial believes superior performance helps us driveinnovation and customer service excellence.

We provide a competitivecompensation program to attract, retain and motivate a high-performanceworkforce, and it's flexible enough to meet the needs of our employees.

Foresters Financial is seeking both Spanish Bilingual and/or UnilingualService Centre Representatives who believe in providing service excellenceto our members, customers and producers through handling of incomingservice related calls.

This role will accurately resolve, relay and recordconfidential customer information using company-approved technologies andtools in accordance with established processes, policies and procedures.

Service delivery will have a view of operational efficiency with a focus onenhancing the customer experience and relationship with ForestersFinancial.

Careers | Foresters FinancialKey Benefits Of This RoleWork from home opportunitiesFull time schedules with weekends off (Hours of operation 8am-8pmEST)

Full benefits package and pension with company matchVacation time and bonus structureAll required equipment/hardware providedSupportive management and co-workersDiverse and inclusive working environmentConstant opportunity to learn, grow and advance your careerKey ResponsibilitiesAnswer inbound service-related calls regarding all aspects of doingbusiness with Foresters Financial and Foresters Financial activities.

Prioritize the customer relationship at all times by listening andresponding with empathyStay current on relevant business topics, communications and processchangesProvide the highest level of customer service and facilitate allactions necessary through collaboration with multiple business areas,including research and follow up to positively satisfy customer needsMaximize opportunities to influence the customer relationship and buildloyalty by providing excellent customer service and promoting the benefitsself-service capabilities that Foresters offers; as well as the benefits ofbeing a Foresters memberProficiently determine the needs of the caller and provide support withaccurate and timely resolution following approved escalationproceduresUnderstand the impact of individual Key Performance Indicators and setchallenging development goals to support individual and team successContribute innovative ideas to solve problems, prioritizing continuousimprovementCultivate self-awareness by proactively seeking feedback and actingupon itKey Qualifications3-5 years of customer service experience with a passion for serviceexcellence.

Previous inbound contact center experience is an asset Ability to meet tight timelines under pressure while delivering qualityserviceTechnical/analytical skills that fit within established systems,standards, and clearly defined procedures within in a structured jobenvironmentStrong computer skills, including keyboarding accuracy and aptitudenavigate and learn new systemsAbility to self-manage workload volumes and changing priorities in ateam environmentEngaging and personable with the ability to listen carefully, organizeand communicate complex information while multi-tasking in order to meetcustomer expectationsCreative and confident problem solver, results oriented with emphasison accuracy and attention to detail and the ability to understand impactsof decisionsSystematic, methodical, organized and analytically orientedEffective multi-tasking and time management skills, including theability to adapt to changing demands and prioritiesTeam oriented with the ability to share your expertiseWillingly seek and accept personal accountabilityKnowledge of Contact Center Key Performance Indicators is an assetKnowledge of life insurance industry products and services would be apreferred assetCollege Diploma or University Degree an assetProficiently bilingual (verbal and written) in English and Spanish (isan asset) to effectively communicate with internal and externalcustomers/partners and vendors as required#Indeed-RemoteMust be available to work rotating shifts between the hours of 8:00amand 8:00pm, Monday to Friday, and provide coverage on some CanadianStatutory holidaysOur office is located at Eglinton and Don MillsEqual Opportunity Employment and Inclusion – atForesters Financial, we are committed to sustaining an equal opportunityenvironment for all job applicants.

We embrace Inclusion, Diversity andEquity (IDE) as a core strategic objective for building strong, innovativeteams in which all our employees can show up wholly and authentically asthemselves.

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