Group Customer Service Representative

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 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.