KEY QUALIFICATIONS

• Post-secondary education (College/University/Technical School) and 1-2 years of experience in a customer service and operations or program delivery role.
• Excellent interpersonal and communication skills (both written and oral), with the ability and commitment to deliver excellence in customer service to members.
• Solid judgement, decision making and problem-solving skills.
• The ability to proactively resolve problems, manage conflict, and escalate as needed.
• A self-starter with the ability to work well in a team environment as well as independently.
• Ability to multi-task, meet strict daily deadlines and demonstrate flexibility to adapt to a fluctuating workflow, with emerging issues in a changing environment.
• Strong computer skills, including but not limited to proficiency in Microsoft Office Suite (Word/Excel/Outlook).
  This position is worked out of our Foresters Financial Head Office at 789 Don Mills Road.
  Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team. Foresters Financial is committed to supporting diversity and accessibility. If you require an accommodation throughout the recruitment process, we will work with you to meet your needs

PURPOSE OF ROLE

Reporting to the Manager, this role is to support the operations, processing and fulfillment of member benefits across all three countries.

Successful execution of this role will result in:

• Members have a positive experience accessing benefits and will feel well-supported.
• Improved member perceptions regarding the value of Foresters benefits of membership.
• Consistent communications and messaging with applicants and stakeholders regarding processes and procedures within the benefit programs.
• The delivery of services within or exceeding SLAs.
• Operational efficiency and consistency in use of benefit programs.

KEY RESPONSIBILITIES

• Work as part of an integrated team to administer day-to-day operations of online benefit programs ensuring a consistent member experience across all 3 countries, and program delivery against agreed upon SLAs.
• Evaluate and provide final decisions on member requests for benefits using guidelines and business rules, acting as first escalation point for member complaints or sensitive issues and escalating to the Operations Specialist on an as-needed basis.
• Effectively communicate with members via telephone and email to expedite resolutions to inquiries, delivering a high standard of care.
• Propose amendments to granting requests that will increase the likelihood of an enhanced member experience, better turnout, increased engagement and event success.
• Contribute to the delivery of scheduled benefits program assessments and trend summaries including but not limited to semi-annual post activity report reviews, quarterly granting audits (scheduled and triggered), semi-annual grant application acceptance/decline reviews etc.
• Liaise with Financial Coordinator and members for fund disbursements.
• Act as a Subject Matter Expert to assist with the development and maintenance of departmental SOPs, SLAs, and operational KPIs.
• Act as a SME for the development and maintenance of new programs and materials including stakeholder user guides and training materials for member facing online systems.
• Identify and recommend opportunities for member, operational, platform, process, and program improvements, enhancements, and efficiencies that would increase ROI and provide an enhanced member experience.