Group Customer Service Representative

Empire Life
CA - British Columbia - vancouver
January 1, 2025

Please note the base salary will be determined by the successful candidate's education, skills and experience. The listed salary range serves as a general pay guideline for this position's pay level.

Group Customer Service Representative

Location: Remote - Vancouver, BC or Calgary, AB

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 is strongly preferred
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

To learn more about working at Empire Life, visit /empire.ca/workatempire.

Get to know us

Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process.

We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca.

Read the full job description and apply online on the recuiter's web-site

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