- 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.
- 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.
#LI-Hybrid
- 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 [email protected] 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.
Skills Required
- Completion of post-secondary education, including a college certificate, diploma, or equivalent education and experience
- Ability to handle customer escalations, including root cause analysis, remediation, mitigation, and solution development
- Knowledge of the existing Service Center quality process
- Above-average or higher performance on Service Center KPIs, including quality, average handle time, and average speed to answer
- Acceptable absenteeism level according to Service Center standards
- Completion of Lynda.com coursework related to complaint handling, coaching, and quality
- Professional customer service demeanor
- Ability to build rapport with customers and internal stakeholders
- Strong verbal and written communication skills
- Ability to work rotating shifts and US and Canadian statutory holidays as required
- Commitment to complete LOMA 281 and LOMA 291 within the first year and continue LOMA development
- LOMA ACS designation or FLMI
- Knowledge of life insurance, financial services, and products
- Proficient mathematical aptitude for calculating values and premium amounts
What We Do
Foresters Financial is redefining the life insurance and individual savings industry across the U.S., Canada and UK by enriching the lives, communities, and overall well-being of its members. Agents and members alike appreciate the turnkey-decisioned product offerings and end-to-end digitized processes that make it easy to get life insurance without traditional medical exams. State-of-the-art mobile tools help agents deliver tailored plans to prospective and current members. Dedicated to its members’ well-being, Foresters offers a suite of member benefits and is redefining the conventional life insurance model, bringing improved financial security and overall wellness to everyday North American families. Foresters recently merged with Canada Protection Plan to become a leading life insurance distributor in Canada. Foresters Financial is the trade name for The Independent Order of Foresters, the oldest non-denominational fraternal benefit society. For 23 straight years, The Independent Order of Foresters has received an “A” (Excellent) rating from A.M. Best.
