Bilingual Spanish Service Center Representative

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.

As a Service Center Representative, you’ll be a trusted point of contact for members, customers, and their representatives. You’ll provide guidance and support related to insurance products and services, helping customers understand their options and navigate their needs with confidence.

Using empathy, active listening, and strong problem-solving skills, you’ll deliver a positive customer experience across phone, email, and chat while contributing to Foresters’ commitment to making it easy to do business with us.

What your day will look like

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…