Client Support Specialist

foresters; Toronto; Hybrid; CAD 43,000 - 63,000; Full time

Benefits offered by this job

Discretionary incentive plan

Job summary

Foresters Financial is seeking a Client Support Specialist to handle Membership and Inforce inquiries in a busy Service Centre. You will resolve issues from initial contact to final processing, while coaching new hires and supporting agents across US and Canada.

The role requires strong verbal and written communication, solid customer service demeanor, and the ability to build rapport with internal and external stakeholders. A rotating shift model may apply.

Qualifications

• 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 and solutions
• Knowledge of quality processes within the Service Center
• LOMA courses preferred; willing to complete within first year

Responsibilities

• Handle phone inquiries on Membership and Inforce products for US and Canada
• End-to-end processing from initial contact to final resolution
• Provide floor support and coaching to new hires and agents
• Conduct quality reviews and provide coaching feedback to Team Leaders
• Resolve customer complaints by coordinating with internal departments to reach a resolution

Skills

Customer service

Verbal communication

Written communication

Rapport building

Accountability

Education

Post-secondary education

Job description

Career Opportunity

Role Title

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.

Job Description

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.

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 holiday's 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.

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 [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.

#LI-Hybrid