Career Opportunity
Role Title
Case Manager - 6 Months Contract
Purpose of role
Our customer focused approach will be achieved through our dedication to service, our focus on performance and our commitment to personal accountability.
To be successful in this role:
• Meet tight timelines under pressure while delivering quality service
• Display high energy, passion and a positive attitude
• Own the results and willingly seek and accept personal accountability
• Seek opportunities to continuously learn about customers, their priorities and their expectations
• Take ownership and responsibility for resolving customer concerns with every interaction
• Assign a high priority to customer service excellence and understand the value of customer satisfaction in driving success
• Be flexible and personally embrace change.
Job Description
Key Responsibilities
- Answer inbound producer service related calls regarding all aspects of Foresters Financial new business activities.
- Proficiently determine the needs of the caller and provide support timely resolution in an effort to achieve one-call resolution
- Accountable for assigned application/certificates (from all lines of business including special handling cases) from application set-up to settling
- Review documentation/requirements for completeness, accuracy and action as required
- Investigate and identify any irregular signatures and report to SIU/BQR per guidelines
- Manage the case follow-up of documents for missing/incomplete information
- Review, investigate, process and track delivery requirements as required
- Process policy changes within established period of time (i.e. cancellations, reissues, 90-day changes)
- Archiving of electronic documents (i.e. case-specific emails from internal or external
- partners)
- Demonstrate professional verbal and written communication with internal and external partners that include Master Agencies and phone queue management
- Proactively take initiative to support or recommend processes improvements/efficiencies
- Liase with and maintain strong working relationships with all stakeholders to ensure effective decisions and workflow.
Key Qualifications
- College diploma or related work experience
- Ability to proactively search out opportunities to improve processes and efficiencies
- Self starter who takes the initiative, makes decisions both independently and within the team environment and who has an interest in research and problem solving
- Understanding of Foresters products, services, systems and regulatory requirements, with the ability to recognize discrepancies, anomalies and inconsistencies
- Willingness to share work experiences and commit to continuous learning
- Results-oriented with strong attention to detail and ability to understand and balance both the short and long-term impact of decisions, actions and priorities
- Ability to multi-task and problem-solve in response to changing needs and schedules
- Flexible to changing priorities and work demands including various work schedules
- Ability to meet timelines and work within established service level agreements (SLA)
- Adaptable to changing work environment, including system, processes and procedures
- Strong organizational skills to effectively monitor and track information
- Strong written, verbal and interpersonal skills required
- Data input, 45-50 words per minute.
Hours of operation are from 8am to 8pm and shifts will vary between those times, including Saturdays and Canadian Statutory holidays as required.
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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.
