Bilingual LTD Case Manager adjudicating long - term disability claims at Disability Management Institute, ensuring excellent customer service throughout the process.
About the role
- Service Center Representative offering customer support for Foresters Financial via inbound calls. Responsible for resolving customer inquiries and promoting membership benefits and services.
Responsibilities
- Answer inbound service-related calls regarding all aspects of doing business with Foresters Financial
- Conduct follow up calls as needed
- Prioritize the customer relationship by listening and responding with empathy
- Stay current on relevant business topics and process changes
- Provide the highest level of customer service through collaboration with multiple business areas
- Maximize opportunities to evolve customer relationships and promote membership benefits
- Determine the needs of the caller and provide support with accurate resolution
- Understand the impact of Key Performance Indicators and set development goals
- Contribute innovative ideas to solve problems
- Cultivate self-awareness by seeking feedback
Requirements
- 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)
- Ability to meet tight timelines under pressure while delivering quality service
- Technical/analytical skills within established systems, standards, and clearly defined procedures
- Ability to self-manage workload volumes and changing priorities
- Empathetic and personable with the ability to listen carefully
- Creative and confident problem solver, results oriented with emphasis on accuracy
- Systematic, methodical, organized and analytically oriented
- Effective multi-tasking and time management skills
- Team oriented with the ability to share your expertise
- 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
Benefits
- Opportunities to work from home
- 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
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