Client Support Specialist

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.

• 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

• 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.
• 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…