Career Opportunity
Role Title
Member Service Representative
Purpose of role
The Member Service Representative, Membership is responsible for member, producer and employee service support for Foresters Go member benefit and member service support for all other member benefits. Success in this role will result in the continued satisfaction and engagement of members, producers and employees in their interaction with Foresters member benefits and programs, and in Foresters purpose through clearly defined KPI’s and excellent customer service.
This role will accurately resolve, relay and record confidential customer information using company-approved technologies and tools in accordance with established processes, policies and procedures. Service delivery will have a view of operational efficiency with a focus on enhancing the customer experience and relationship with Foresters Financial.
Job Description

Key Responsibilities

• Take inbound member benefits service-related emails and calls regarding all Foresters Benefits and conduct follow up calls as required
• Effectively communicate with members via telephone and email to expedite resolutions to inquiries, delivering a high standard of care
• Stay current on relevant business topics, communications, program updates and process changes
• Facilitate all actions necessary through collaboration with multiple business areas, including research and follow up to positively satisfy customer needs
• 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
• Work in collaboration with cross functional teams, maintaining full visibility to program needs and requirements to ensure product roadmaps are aligned, project plans are in place and milestones are set to ensure timely completion of deliverables
• Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement
• Vendor ticket administration, working with third party vendors to raise and resolve user application interactions.

Key Qualifications

• 3-5 years of customer service experience with a passion for service excellence. Previous contact (call) center experience is an asset
• Technical/analytical skills that fit within established systems, standards, and clearly defined procedures within in a structured job environment
• Strong computer skills, including keyboarding accuracy and aptitude navigate and learn new systems
• Ability to self-manage workload volumes and changing priorities in a team environment
• Engaging and personable with the ability to listen carefully, organize and communicate complex information while multi-tasking in order to meet customer expectations and service levels
• Creative and confident problem solver, results oriented with emphasis on accuracy and attention to detail and the ability to understand impacts of decisions
• Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities while delivering quality
• Proficiently bilingual (verbal and written) in English and French to effectively communicate with internal and external customers/partners and vendors as required
• Must be available to work rotating shifts between the hours of 8:00 am and 6:00 pm ET, Monday to Friday, and provide coverage on some Canadian Statutory holidays
• Post-secondary education in business, communications, marketing or related field.
• Positive, ‘can do’ attitude, with the ability to anticipate problems and be proactive in finding solutions
• Excellent interpersonal skills. Comfortable interacting with all levels of the organization, external and internal clients and third party providers, promoting and developing harmonious working relationships.
• Knowledge of CRM software (customer relationship management software), event management system experience and familiarity navigating and basic understanding of mobile apps, app stores and web applications considered an asset.

LI-Hybrid

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 objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.
Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email
accommodations@foresters.com in advance of your appointment.
Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team

• Take inbound member benefits service-related emails and calls regarding all Foresters Benefits and conduct follow up calls as required
• Effectively communicate with members via telephone and email to expedite resolutions to inquiries, delivering a high standard of care
• Stay current on relevant business topics, communications, program updates and process changes
• Facilitate all actions necessary through collaboration with multiple business areas, including research and follow up to positively satisfy customer needs
• 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
• Work in collaboration with cross functional teams, maintaining full visibility to program needs and requirements to ensure product roadmaps are aligned, project plans are in place and milestones are set to ensure timely completion of deliverables
• Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement
• Vendor ticket administration, working with third party vendors to raise and resolve user application interactions