Bilingual Group Customer Service Representative

Empire Life Insurance; Vancouver; Remote; CAD 51,000 - 75,000; Full time

Benefits offered by this job

Annual pay raises

Annual bonus program

Benefits package (life, health, dental

Flexible work arrangements

Four weeks vacation

Pension plan with matching

Parental leave top-ups

Wellness programs

Referral program

Job summary

Empire Life is seeking a Bilingual Group Customer Service Representative to join the Group Operations team. This remote role supports customers across Canada in French and English, handling inquiries, claims, and policy reviews with a focus on service excellence.

The position offers competitive pay, annual bonus opportunities for permanent roles, comprehensive benefits, and flexible work options. Training and AI-assisted screening are part of the hiring process.

Qualifications

• Highly coachable attitude with ability to work in a team.
• Ability to research, analyze, and present information clearly to varied audiences.
• Ability to prioritize and balance multiple tasks while maintaining accuracy.
• Clear writing, listening, and verbal communication skills with empathy.
• Attention to detail and strong problem-resolution abilities.
• Active listening and empathy skills applied to customer inquiries.
• Capability to navigate multiple screens/programs concurrently.
• Previous experience in customer service or working under pressure.
• Experience in a team setting; College or university education; Bilingual French/English (advanced or native).

Responsibilities

• Deliver service excellence by resolving inquiries from Members, Plan Administrators, Advisors, Providers, and Healthcare providers.
• Use internal processes to provide solutions and minimize escalations.
• Maintain high-quality, empathetic customer interactions.
• Review policies and answer inquiries within policy boundaries.
• Meet or exceed personal performance targets related to customer service goals.
• Provide support across all digital platforms with timely responses.
• Process claims with a focus on one-call resolution.
• Own client interactions from start to finish.
• Apply training to different processes, products, and initiatives.
• Document exceptions and escalations for internal stakeholders.

Skills

Coachability

Research & analysis

Prioritization

Communication skills

Attention to detail

Analytical thinking

Active listening

Multi-screen navigation

Customer service experience

Teamwork

Education

College or University education

Job description

Bilingual Group Customer Service Representative

Location: Remote - Vancouver and Calgary

The total target compensation (TTC) range, including salary and target bonus, is $50,880 - $75,260. This TTC range is applicable to permanent roles only; fixed-term contract and casual roles are not eligible for annual bonus and would receive only the base salary component. The actual base salary offered within this range will be determined by the successful candidate’s skills and experience, as well as internal equity.

Empire life is looking to hire a Bilingual Group Customer Service Representative to join our Group Operations team! This posting is an opportunity to express your interest for anticipated openings.

Why pursue this opportunity

• Our mission - provide expertise and intelligent solutions to help Canadians navigate life with confidence.
• 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

What we’re looking for you to have

• 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
• Advanced or Native Bilingualism in French/English

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.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Beyond the salary

• Competitive salaries with annual pay increases
• Annual bonus program, which recognizes both strong company performance and individual contributions
• 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

Get to know us

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

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] .