[Hiring] Bilingual Spanish Service Center Representative @Foresters Financial

Role Description

As a Service Center Representative, you’ll be a trusted point of contact for members, customers, and their representatives. You’ll provide guidance and support related to insurance products and services, helping customers understand their options and navigate their needs with confidence.

This is a fully remote, omnichannel role with a strong focus on inbound phone support. You’ll spend most of your day assisting customers by phone, while also responding to email and chat inquiries based on business needs.

• No two interactions are the same. You may answer questions about insurance coverage, explain policy terminology, process policy changes, assist with billing and payment inquiries, troubleshoot online account access, or support customers experiencing difficult life events.
• You’ll navigate multiple systems to access and update customer information, document interactions accurately, complete required processing, and ensure requests are handled efficiently.
• You’ll work within a scheduled shift and receive comprehensive training, ongoing coaching, established procedures, and support from experienced colleagues.

Qualifications

• 3–5 years of customer service experience, with a demonstrated commitment to service excellence.
• Experience in an inbound contact center and/or financial services environment is considered an asset.
• Excellent verbal and written communication skills, with the ability to explain insurance terms and concepts clearly to customers from diverse backgrounds.
• Strong computer proficiency, including the ability to navigate multiple systems simultaneously.
• Knowledge of insurance products, regulatory requirements, and contact centre KPIs is considered an asset.
• A college diploma or university degree is considered an asset; bilingual proficiency in English and Spanish or French is considered an asset.

Requirements

• Proven ability to thrive in a fast-paced, high-volume phone environment, including meeting KPI targets.
• Ability to manage complex and sensitive customer situations with empathy, professionalism, and sound judgment.
• Strong problem-solving, resourcefulness, attention to detail, multitasking, and time management skills.
• Ability to work both independently and collaboratively in a fast-paced remote service environment.
• Flexibility to work within operating hours, which may include scheduled evening shifts, overtime, and statutory holidays based on business needs.

Benefits

• Health, dental and well-being coverage from your first day of employment.
• Retirement and pension with matching contributions.
• Meaningful vacation time and a culture that encourages you to recharge.
• Support for your career goals with learning opportunities and development experiences.
• Membership advantages as a policy holder, opening the door to member benefits.
• Paid day for volunteering and opportunities to make a difference in your community.
• Join Employee Resource Groups for networking, mentorship, and education.