Bilingual French Service Center Representative

Making a Difference at Foresters Financial

Why you'll want to join our team:

• Work from home opportunities
• Full time schedules with weekends off (Hours of operation 8am-8pm EST)
• Full benefits package and pension with company match
• Vacation time and bonus structure
• All required equipment/hardware provided
• Supportive management and co-workers
• Diverse and inclusive working environment
• Constant opportunity to learn, grow and advance your career

• Answer inbound service-related calls regarding all aspects of doing business with Foresters Financial and Foresters Financial activities. Conduct follow up calls as needed.
• Prioritize the customer relationship at all times by listening and responding with empathy
• Stay current on relevant business topics, communications and process changes
• Provide the highest level of customer service and facilitate all actions necessary through collaboration with multiple business areas, including research and follow up to positively satisfy customer needs
• Maximize opportunities to evolve the customer relationship by providing excellent customer service and promoting the benefits of being a Foresters member
• Proficiently determine the needs of the caller and provide support with accurate and timely resolution following approved escalation procedures
• Understand the impact of individual Key Performance Indicators and set challenging development goals to support individual and team success
• Contribute innovative ideas to solve problems, prioritizing continuous improvement
• Cultivate self-awareness by proactively seeking feedback and acting upon it

• 3-5 years of customer service experience with a passion for service excellence. Previous inbound contact center experience is required
• Proficient in English and French (verbal and written) to effectively communicate with internal and external customers/partners and vendors is required
• Ability to meet tight timelines under pressure while delivering quality service
• Technical/analytical skills within established systems, standards, and clearly defined procedures within in a structured job environment
• Ability to self-manage workload volumes and changing priorities in a team environment
• Empathetic and personable with the ability to listen carefully, organize and communicate complex information while keyboarding in order to meet customer expectations
• Creative and confident problem solver, results oriented with emphasis on accuracy and attention to detail and the ability to understand impacts of decisions
• Systematic, methodical, organized and analytically oriented
• Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities
• Team oriented with the ability to share your expertise
• Willingly seek and accept personal accountability
• Knowledge of Contact Center Key Performance Indicators is a strong asset
• Knowledge of life insurance industry products and services would be a preferred asset
• Intermediate computer skills, including strong keyboarding and aptitude to learn new systems
• College Diploma or University Degree an asset

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Faire changer les choses à la Financière Foresters

Raisons pour lesquelles vous souhaiterez vous joindre à notre équipe :

• La chance de travailler à domicile
• Des horaires de travail à temps plein (entre 8 h et 20 h, heure de l’Est) avec congé les fins de semaine
• Une gamme complète d’avantages sociaux et un régime de retraite avec cotisation correspondante de l’entreprise
• Des vacances et une structure d’attribution de primes
• Tout l’équipement et le matériel sont fournis.
• Des gestionnaires et des collègues coopératifs
• Un milieu de travail favorisant la diversité et l’inclusion
• Une occasion constante d’apprendre, de grandir et de faire progresser votre carrière

• Répondre aux appels de service entrants liés à tous les volets d’intervention des secteurs d’activité de la Financière Foresters. En assurer le suivi au besoin
• Toujours accorder la priorité aux relations avec les clients en les écoutant et en leur répondant…