Service Center Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide compassionate, precise, and responsive assistance via phone, email, and chat.

• Assess and address inquiries related to insurance coverage, policies, billing, payments, complaints, and online resources.

• Execute policy updates, payment-related tasks, documentation, data entry, CRM upkeep, and customer follow-ups.

• Assist customers in understanding their options and utilizing online and self-service tools effectively.

• Navigate various systems to access and modify customer information.

• Work together with internal teams to resolve intricate issues and aid in customer retention efforts.

• Uphold knowledge and achieve customer satisfaction, service quality, accuracy, productivity, operational performance, and adherence to schedules.

• Contribute to team discussions and initiatives aimed at continuous improvement.

• Provide training or mentorship to new team members as needed.

⛳️ Requirements

• 3–5 years of experience in customer service.

• Experience in inbound contact centers or financial services is a plus.

• Capability to excel in a fast-paced, high-volume phone environment while meeting KPI targets.

• Skill in managing complex and delicate customer situations with empathy, professionalism, patience, sound judgment, and adaptability.

• Outstanding verbal and written communication abilities.

• Proficient in computer skills and adept at navigating multiple systems concurrently.

• Strong technical aptitude with the ability to troubleshoot issues and quickly learn new technologies.

• Experience with data entry, payment processing, customer retention, and customer education.

• Excellent problem-solving skills, resourcefulness, attention to detail, multitasking, and time management capabilities.

• Ability to work independently as well as collaboratively in a dynamic remote service environment.

• Knowledge of insurance products, regulatory requirements, and contact center KPIs is a plus.

• A college diploma or university degree is considered an asset.

• Bilingual proficiency in English and Spanish or French is advantageous.

• Willingness to work scheduled evening shifts, overtime, and on statutory holidays.

• Available for rotating shifts between 9:00 AM and 6:30 PM, Monday to Friday, with occasional overtime and some Canadian statutory holidays.

🏝️ Benefits

• Health, dental, and well-being coverage from the first day of employment.

• Retirement and pension plans with matching contributions.

• Paid vacation time off.

• Opportunities for learning and obtaining industry credentials such as LOMA.

• Development experiences aimed at building future skills.

• Foresters member benefits for policyholders.

• Paid day for volunteering activities.

• Employee Resource Groups offering networking, mentorship, and educational opportunities.

• Comprehensive training and ongoing coaching provided.