Service Center Representative

The Independent Order of Foresters - Canada; Toronto; Hybrid; CAD 44,000 - 57,000; Full time

Benefits offered by this job

Health, dental and well-being coverage

Retirement plan with matching

Job summary

Foresters Financial Services, Inc. is hiring for a fully remote, omnichannel customer support role focused on inbound phone assistance.

You will handle inquiries by phone, email, and chat, explain policy terms, assist with billing, and navigate multiple systems to update customer information and complete processing. The role emphasizes first-contact resolution, empathy in sensitive life events, and collaboration with internal teams to improve the customer experience.

Qualifications

• 3–5 years of customer service experience with a focus on quality and reliability.
• Experience in an inbound contact center or financial services is an asset.
• Ability to handle sensitive situations with empathy and professionalism.

Responsibilities

• Deliver caring, accurate support across phone, email and chat to pursue first-contact resolution.
• Handle inquiries about policies, billing, payments and online tools with clear explanations.
• Update CRM records, perform data entry, process policy changes, and coordinate with internal teams as needed.

Skills

Customer service

Phone support

Multitasking

Data entry

CRM software

Education

College diploma or university degree

Bilingual English + Spanish or French (asset)

Tools

CRM platforms

Billing software

Online chat tools

Job description

About Foresters Financial

At Foresters Financial, we are more than a financial services company. As a purpose driven fraternal benefit society, everything we do is built around helping families and communities thrive. That purpose is not a tagline. It shows up in the work: building playgrounds in the communities we serve, the volunteer days our people take, and member benefits that reach far beyond a policy. We invest in inclusion, diversity and well-being, and we invest just as seriously in the growth of our people. When you join Foresters, you join a culture that genuinely lives what it stands for.

Job Description

This is a fully remote, omnichannel role with a strong focus on inbound phone support. You’ll spend most of your day assisting customers by phone, while also responding to email and chat inquiries based on business needs. No two interactions are the same. You may answer questions about insurance coverage, explain policy terminology, process policy changes, assist with billing and payment inquiries, troubleshoot online account access, or support customers experiencing difficult life events. Throughout the day, you’ll navigate multiple systems to access and update customer information, document interactions accurately, complete required processing, and ensure requests are handled efficiently. Some inquiries can be resolved during the first interaction, while others may require research or coordination with internal teams. You’ll work within a scheduled shift and receive comprehensive training, ongoing coaching, established procedures, and support from experienced colleagues to help you build your knowledge and succeed in a fast-paced service environment.

What you will do

Deliver caring, accurate, and responsive support across phone, email, and chat, working toward first-contact resolution whenever possible. Analyze and resolve inquiries involving insurance coverage, policies, billing, payments, complaints, and online tools. Complete policy updates, payment-related activities, documentation, data entry, CRM maintenance, and required customer follow-up. Help customers understand their options and confidently use available online and self-service tools. Collaborate with internal teams to resolve complex matters, support customer retention, and improve the customer experience. Maintain current knowledge and meet established expectations for customer satisfaction, service quality, accuracy, productivity, operational performance, and schedule adherence. Contribute to team discussions, continuous improvement initiatives, and the training or mentoring of new team members when required.

What you will bring

• 3–5 years of customer service experience, with a demonstrated commitment to service excellence.


• Experience in an inbound contact center and/or financial services environment is considered an asset.


• Proven ability to thrive in a fast-paced, high-volume phone environment, including meeting KPI targets and working within call monitoring expectations.


• Ability to manage complex and sensitive customer situations with empathy, professionalism, patience, sound judgment, and flexibility, particularly when supporting individuals experiencing grief or distress.


• Excellent verbal and written communication skills, with the ability to explain insurance terms and concepts clearly to customers from diverse backgrounds, including those experiencing heightened emotions following a loss.


• Strong computer proficiency, with the ability to navigate multiple systems simultaneously, including CRM platforms, customer service software, and online self-service tools.


• Strong technical aptitude, including the ability to troubleshoot issues, navigate systems effectively, and quickly learn new technology.


• Experience supporting data entry, payment processing, customer retention, and customer education activities.


• Strong problem-solving, resourcefulness, attention to detail, multitasking, and time management skills, with the ability to remain adaptable as priorities evolve.


• Ability to work both independently and collaboratively in a fast-paced remote service environment, including phone-based customer support.


• Knowledge of insurance products, regulatory requirements, and contact centre KPIs is considered an asset.


• A college diploma or university degree is considered an asset; bilingual proficiency in English and Spanish or French is considered an asset; flexibility to work within operating hours, which may include scheduled evening shifts, overtime, and statutory holidays based on business needs.

Salary Range

$44,000.00 - $57,000.00

Must 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 holidays. Our office is located at Eglinton and Don Mills.

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. This organization may use artificial intelligence („AI“) tools to support initial applicant screening and assessment. AI may evaluate application materials against job-related criteria.

What’s in it for you

Some benefits may apply to regular or full-time employees only.

• Health, dental and well-being coverage.


• Coverage and programs that supports you and your family on your first day of employment.


• Retirement and pension with matching contributions.


• Meaningful vacation time.


• Paid vacation time off, and a culture that encourages you to take time and recharge.


• Growth opportunities: We support your career goals with learning opportunities, industry credentials like LOMA, and development experiences designed to help you build skills for your future.


• Membership advantages: Be an ambassador and get the benefits. If you join Foresters as a policy holder, you become a member, which opens the door to member benefits.


• Volunteering with purpose: Paid day for volunteering, and ample opportunity to make a difference in your community.


• Employee Resource Groups: Join our ERG groups for opportunities to connect, grow and make an impact through shared experience, networking, mentorship and education.

How we work

This is a remote role. You must work in the province in which you reside. As you grow your career with Foresters, you may explore opportunities across different teams and areas of the organization. Work arrangements vary by role, and many positions follow a hybrid model that includes time in the office.

Our Commitment to Inclusion, Diversity & Wellbeing

Foresters welcomes applications from qualified individuals of all backgrounds. If you require accommodation during the recruitment process, please contact [e-mail]. Thank you for choosing Foresters. 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.