Career OpportunityRole TitleService Center RepresentativePurpose of roleWe are always on the lookout for great recent talent to join our Service Center! Submit your application and you could be next to join our team!Foresters Financial believes superior performance helps us drive innovation and customer experience excellence. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the needs of our employees. 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.Are you ready to be engaged? Are you ready for a challenge? Are you ready to work with people you really like? Are you ready to make a difference?Key benefits of this role:Work from home opportunitiesFull time schedules with weekends off (Rotating shifts between 9am-5:30pm EST)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 careerJob DescriptionKey ResponsibilitiesAnswer complex customer inquiries and issues via phone, email, and chat with a focus on first-contact resolutionPrioritize the customer relationship by listening and responding with empathyDemonstrate patience and explicit communication when assisting customers from diverse cultural backgroundsProvide detailed information about insurance products, policies, and processesExplain complex insurance terms and concepts to customers in an understandable mannerAnalyze and resolve customer inquiries and complaints,



ensuring a high level of customer satisfactionCollaborate with other departments to resolve complex issues and improve processesHandle back-office processing tasks including policy updates, documentation, and data entryProcess customer payments accurately and efficiently, including handling billing inquiries and resolving payment issuesMaintain up-to-date knowledge of company policies, products, and servicesDocument all customer interactions and maintain accurate records in the CRM systemTroubleshoot and resolve technical issues related to the online portal and app usage, including login issues, navigation, and other technical supportPromote the use of self-service and online tools to customers, educating them on the benefits and functionalitiesSupport operational strategies to improve customer retention and reduce churnConduct follow-up calls and communications, when necessary, to ensure customer satisfaction and address any ongoing concernsIdentify trends in customer feedback and provide insights to improve the overall customer experienceUnderstand the impact of individual Key Performance Indicators (KPIs) and set challenging development goals to support individual and team successMeet or exceed established KPIs, such as customer satisfaction, productivity metrics and service qualityAssist in training and mentoring new team members, where necessaryParticipate in regular team meetings and contribute to continuous improvement initiativesCultivate self-awareness by proactively seeking feedback and acting upon itKey QualificationsEducation (minimum required): Post Secondary Education (asset)Experience (minimum required): 3-5 years of customer service experience with a passion for service excellence. Previous inbound contact center and financial service experience is an assetKnowledge of insurance products and regulatory requirements is an assetProven ability to handle complex customer issues with empathy and professionalismExcellent communication skills,



both verbal and writtenDemonstrated patience and effective communication skills to explain complex insurance terms and concepts to customers from diverse backgrounds in an understandable mannerProficiency in navigating multiple systems including CRM systems and other customer service softwareExperience in back-office and payment processingExperience with customer retention strategiesStrong technical skills with aptitude to troubleshoot technical issues, navigate and learn current systemsExperience promoting and educating customers on self-service and online toolsResourceful, with strong problem-solving skills and attention to detailAbility to work independently and as part of a teamEffective multi-tasking and time management skills, including the ability to adapt to changing demands and prioritiesStrong understanding of Contact Center Key Performance Indicators and their role in customer experience successCollege Diploma or University Degree an assetProficiently bilingual (verbal and written) in English and Spanish (is an asset) to effectively communicate with internal and external customers/partners and vendors as requiredFlexibility to work various shifts based on business needs, including occasional paid Overtime and Statutory Holidays as needed#LI-RemoteMust 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 holidaysOur office is located at Eglinton and Don MillsSalary Range:$42,000.00 - $57,000.00The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.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.Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email in advance of your appointment.Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.
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📌 Service Center Representative (Toronto)
🏢 Foresters Financial Services
📍 Toronto