Bilingual Group Customer Service Representative

Empire Life; Vancouver; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading insurance company is looking for a Bilingual Customer Service Representative to join their Group Operations team. This remote position requires individuals to deliver exceptional service. Candidates should be bilingual in French and English and possess strong communication and analytical skills. The role offers a competitive salary, annual bonus, and a comprehensive benefits package including health insurance and flexible work options.

Benefits

Competitive salaries with annual pay increases

Annual bonus program

Employer-funded benefits package

Flexible work arrangements

Four weeks annual vacation

Defined contribution pension plan

Employer-sponsored wellness programs

Responsibilities

• Deliver service excellence and resolution for inquiries from various stakeholders.
• Utilize internal processes to provide solutions and minimize escalations.
• Review insurance policies and ensure service inquiries are answered within policy boundaries.
• Meet and exceed individual performance targets in customer service.
• Process claims to ensure a positive customer experience.

Skills

Bilingualism in French / English

Ability to research and present information

Attention to detail / accuracy

Clear communication skills

Analytical and problem resolution skills

Ability to prioritize multiple tasks

Active listening and empathy

Previous customer service experience

Education

College or University education

Job description

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

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 https://www.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 [e-mail].