Bilingual Customer Service Representative

Bilingual Customer Service Representative

Location : Remote - Vancouver and Calgary

Empire life is looking to hire a Bilingual Customer Service Representative to join our Retail Operations team!

Why pursue this opportunity

The environment - we understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals.

Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.

Diversity, equity, and inclusion - we are committed to creating a diverse, equitable, and inclusive workplace and welcome candidates who share this commitment.

Participate in training and development programs - we offer a range of training and development programs to help our employees stay up-to-date with the latest industry trends and developments.

What you’ll be working on

Provides prompt and accurate responses to customer inquiries within established service standards by following procedures;

act as 1st level escalation

Adheres to complaint handling and privacy procedures

Supports business retention goals through positive customer relations

Respond to telephone, fax, email and voicemail inquiries from customers and distribution partners, and maintain ownership of each inquiry from start to problem resolution;

resolve escalated inquires or escalate issues to 2nd level for resolution

Research, investigate and collaborate with the appropriate subject matter expert to make a recommendation or decide upon a solution;

access and obtain data from multiple information systems to respond to questions

Input and maintain information on various computer systems

What we’re looking for you to have

1+ years demonstrated experience in a direct customer service environment in the insurance / financial services industry, with individual insurance and investment experience

Completion of a community college diploma in business or related area an asset

Bilingual; French and English is required

Knowledge of MS Office is required

Working knowledge of Empire Life systems is an asset.

In-depth knowledge of financial service products, policy provisions and administrative procedures

In-depth knowledge of distribution channels

Excellent organizational skills and the ability to prioritize and balance multiple tasks

Strong writing, listening and verbal communication skills

Attention to detail / accuracy

Strong relationship management skills

Well-developed analytical and problem resolution skills

Ability to work independently and as a team member

Ability to navigate multiple systems seamlessly in a fast paced environment

If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Beyond the salary

For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes :

Competitive salaries with annual pay increases

Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions

Competitive uncapped commission, for sales positions

A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, disability, health and dental and a generous health account

Flexible work arrangements and an annual allotment of personal health days.

Four weeks annual vacation from hire date

A defined contribution pension plan with generous employer matching

Top up programs for parental leave and compassionate leave

Employer-sponsored wellness and recognition programs

A cash employee referral program