Bilingual Certificate Change Administrator (12-month contract)
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Job Summary
To be successful in this role you will:
Assign a high priority to customer service excellence and understands the value of customer satisfaction in driving success.
Have excellent written and verbal communication skills including delivering difficult messages to agents/members.
Take ownership and responsibility for resolving customer concerns with every interaction.
Demonstrate leadership model customer service values and drive quality and process optimization while supporting the organizations key priorities.
Demonstrate ability to prioritize own work work effectively under pressure and time constraints (weekly monthly and year-end deadlines) while delivering quality service.
Continuously learn about customers their priorities and their expectations
Be flexible personally embrace change and commit to continuous learning. Display high energy passion and a positive attitude.
Key benefits of this role:
Work from home opportunities
Full-time schedules with weekends off
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
Manage organize and update relevant data information into the respective administration system
Input all change requests on the various administrative systems NBU Vantage CRM USSI and WMA
Respond to urgent customer or agent requests within established parameters
Achieve or improve on established SLA s identifying opportunities for process improvements
Communicate with certificate holders to clarify requests gather additional information and provide updates on the status of changes
Stay informed of industry trends legal updates and company policy changes to ensure ongoing compliance
Assist other team members as required during vacation absences and peak workload periods
Ability to balance high productivity with superior quality while managing daily workflow to meet deadlines
Ability to multi-task and re-prioritize workload as required while working in a fast paced and ever-changing environment
Demonstrate ability to take ownership of any errors to ensure resolution
Must be able to work independently with little supervision in a team environment
Education (minimum required): Post Secondary Education (asset)
Experience (minimum required): 2-4 years of experience in insurance administration customer service or a related field
Knowledge of insurance products and regulatory requirements is an asset
Display high energy passion and a positive attitude
Knowledge of MS Office in-house developed Microsoft Access applications WMA CRM Ezbiz & FileNexus
Ability to adhere to established Service Level Agreements with the other departments
Self-directed and ability to work autonomously with little supervision including the ability to make responsible decisions within parameters provided by Manager
Outstanding organizational skills in order to compile and organize large volumes of documents
Ability to meet tight deadlines in a fast-paced environment while maintaining a keen attention to detail
Ability to work under pressure and demonstrated ability to multi-task with the flexibility to respond to constantly changing needs. Must be able to prioritize workload and balance requests
Strong interpersonal and communication skills to be able to interact with all levels of the organization
Take ownership and responsibility for resolving customer concerns with every interaction
Must be forward thinking with the ability to anticipate problems and/or suggest solutions
Understanding of how this job relates to other Foresters Financial support areas and the field
Must be currently enrolled in LOMA or committed to completing LOMA courses once in the role
Fluent bilingual in both French and English (written and verbal)
Must be available to work rotating shifts between the hours of 8:00 am and 6:00 pm and provide coverage on some Canadian Statutory holidays
Note: Our office is located at Eglinton and Don Mills
The actual base salary for this position will depend on several factors including job-related skills experience and addition to base pay eligible employees may participate in a discretionary variable incentive plan results are subject to both individual and company performance.
Please note that this posting is intended to fill an existing vacancy; however there may be instances where more than one vacancy is available for the same role.
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 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.
Required Experience:
Unclear Seniority
About Company
Foresters Financial stands out from the other financial services firms. We believe in our purpose – which is to enrich family and community well-being. It’s something our employees embrace because it allows us to make a difference at work and in our communities. Giving back is not a n ... View more
