Bilingual Group Customer Support Specialist (Remote)

Talantir; 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

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.