Group Bilingual Customer Service Representative

Group Bilingual Customer Service Representative

Location : Remote - Anywhere in Canada

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

Why pursue this opportunity

Our mission - make insurance, investments and benefits simple, fast and easy for our customers.

Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.

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

What you’ll be working on

Delivering service excellence by providing personal, accurate, professional, courteous resolution of inquiries from : Members, Plan Administrators, Advisors, Providers and Healthcare providers;

Utilizing internal processes to creatively provide solutions and resolution and minimize escalations

Responsible for maintaining positive and the highest quality customer interactions

Reviewing insurance policies and ensuring service inquiries are answered empathically and within policy boundaries

Responsible for meeting and or exceeding individual performance targets as they relate to the business units’ customer service targets

Providing immediate and ongoing support for all digital platforms

Claim processing – customer experience, one call resolution

Ownership of client interaction from beginning to the end

Apply training for different processes, products, initiatives

Documenting exceptions and escalations with details to ensure that internal stakeholders are aware of circumstances

Please note : Due to the nature of this position, you will be required to work shifts outside of business hours which may vary weekly.

What we’re looking for you to have

Bilingualism in French / English

Highly coachable attitude and working well within a team environment

Ability to research, investigate, analyze and present information clearly to a variety of audiences

Ability to prioritize and balance multiple tasks

Clear writing, listening and verbal communication skills

Attention to detail / accuracy

Well-developed analytical and problem resolution skills

Active listening and empathy skill

Ability to navigate multiple screens and programs at the same time

Previous experience working with customers or under pressure

Experience in a team setting either career or personal

College or University education

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

Competitive uncapped commission for sales positions

A comprehensive employer-funded benefits package 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