Client Support Specialist

Foresters Financial Services, Inc.; Toronto; Hybrid; CAD 43,000 - 63,000; Full time

Job summary

Foresters Financial is seeking a Client Support Specialist to join the Service Centre in Canada/US. The role focuses on first contact resolution for Membership inquiries and inforce requests on current sold and legacy products, with emphasis on accuracy and customer service.

You will support new hires with coaching, perform quality reviews, handle complaints, and ensure service levels while working a hybrid schedule that includes US/Canadian holidays.

Qualifications

• Education - minimum required: Completion of post secondary education including college certificate, diploma or equivalent education and experience.
• Proven ability to handle customer escalations including root cause analysis, remediation, mitigation activities and solutions.
• Ability to work rotating shifts within defined hours of operations including US/Canadian holidays as required.
• LOMA ACS Designation or FLMI is an asset.
• Knowledge of Life Insurance, Financial Services and Products (an asset).
• Proficient mathematical aptitude for calculating various types of values and premium amounts.

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.

Skills

Customer service

Phone support

Relationship building

Quality reviews

Complaint handling

Problem solving

Education

Post-secondary education (college certificate/diploma) or equivalent

Job description

Client Support Specialist

Purpose of role: 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.

Key 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.


• #LI-Hybrid

Key Qualifications

• Education - minimum required: 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.


• LOMA ACS Designation or FLMI is an asset.


• Lynda.Com Playlist completed related to effective complaint handling, coaching and quality.


• 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 holidays as required.


• 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).


• Proficient mathematical aptitude for calculating various types of values and premium amounts.

Salary Range: $43,000.00 - $63,000.00. The 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.

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 [e-mail] 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. Foresters Financial is an international financial services provider with a unique history that began in 1874 when we set out to provide access to life insurance for average, working families. More than 150 years later, we provide life insurance, savings, retirement and investment solutions that help families achieve long-term financial health and security.