Career Opportunity

Role Title

Purpose of role

Job Description

Key Responsibilities

• Build manage and sustain a high-performing production and inbound call center team to consistently meet service and quality objectives
• Ensure team members are trained and fully competent in required functions and company approved technologies to effectively assist and resolve customer inquiries
• Manage workflow to achieve SLA and quality standards
• Provide leadership coaching and mentoring to develop staff competencies and position them for success
• Create and maintain a high-quality work environment to motivate team members to perform at their highest level
• Support a positive work environment that values participation creativity learning and accountability
• Consistently display knowledge skills behaviors and attitudes reflective of a high- performing business unit with a diverse workforce
• Initiate and implement process recommendations with appropriate approvals
• Act as a change agent to ensure successful implementation of new processes procedures systems etc
• Facilitate feedback from team members to Manager and Senior Manager
• Proactively support the Leadership Team with required reports summaries investigations feedback and potential challenges
• Effectively liaise and negotiate with other business units to resolve and enhance customer service expectations and business deliverables
• Collaborate with other leaders and staff to ensure that all functions are fully integrated to meet company goals and objectives ensuring that all SLAs are met and/or exceeded and to resolve issues and challenges

Key Qualifications

• Education (minimum required): Post Secondary or equivalent industry experience
• Experience (minimum required): Minimum 2 years of progressive leadership experience preferably within the insurance / financial services industry
• Strong people leadership skills with the proven ability to coach and mentor front line employees and to create high performing teams through effective employee selection motivation and performance management techniques / programs
• In depth product system and regulatory knowledge with proven ability to adapt and implement on-going changes ensuring seamless transition to the customer
• Strong sense of personal accountability sound judgment confidence and flexibility. Ability to exercise independent discretion at all times
• Well developed and creative problem solving and analytical skills to identify and report on teams progress business trends initiatives customer and employee issues including the ability to identify problems in their early stages and solve by analyzing options and developing alternative solutions
• Must have the initiative and ability to look for and champion improvement opportunities. Adaptable to on-going change and lead by example
• A take charge attitude along with the ability to self-manage workload and priorities in a changing and evolving environment. This includes effective time management multi-tasking and prioritizing skills
• Demonstrated ability to prioritize own work and work of others; can work effectively under pressure and time constraints within a fast-paced environment
• Exceptional customer service orientation
• Advanced verbal written and interpersonal communication skills required to effectively communicate with all levels of employees and customers
• Understand the implications of data input content and quality to all systems departments and end customers
• Takes initiative to increase knowledge of Foresters Financial business and how own job contributes to our corporate and departmental objectives. Applies this knowledge to be productive and successful
• Advanced level proficiency with computer applications (Microsoft Office Word Excel)
• Knowledge of PMACS (Contracting and Compensation system) is 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 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.