Group Customer Service Representative

6 months ago

Vancouver, Canada THE EMPIRE LIFE INS. CO Full time

**Group Customer Service Representative**:
**Location: Remote - Vancouver and Calgary**

Empire life is looking to hire a Group 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-
- 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 would be an asset**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

**Get to know us**:

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