Foresters Financial is seeking Service Center Representatives to provide exceptional service to customers, handling complex inquiries and issues related to insurance products. The role involves managing back-office processing tasks, handling payments, and promoting self-service and online tools. The ideal candidate has 3-5 years of customer service experience, excellent communication skills, and the ability to handle complex issues with empathy and professionalism.
Requirements
- Answer complex customer inquiries and issues via phone, email, and chat
- Prioritize the customer relationship by listening and responding with empathy
- Demonstrate patience and clear communication when assisting customers from diverse cultural backgrounds
- Analyze and resolve customer inquiries and complaints, ensuring a high level of customer satisfaction
- Collaborate with other departments to resolve complex issues and improve processes
- Maintain up-to-date knowledge of company policies, products, and services
- Document all customer interactions and maintain accurate records in the CRM system
- Troubleshoot and resolve technical issues related to the online portal and app usage
- Promote the use of self-service and online tools to customers
- Support operational strategies to improve customer retention and reduce churn
- Meet or exceed established Key Performance Indicators (KPIs)
- Assist in training and mentoring new team members
- Participate in regular team meetings and contribute to continuous improvement initiatives
Benefits
- Full benefits package
- Pension with company match
- Vacation time
- Bonus structure
- Opportunity to work from home
- Supportive management and co-workers
- Diverse and inclusive working environment
- Constant opportunity to learn, grow and advance your career
