Customer Service Representative
6 days ago
We are seeking a highly skilled and bilingual Customer Service Representative to join our Group Operations team at Empire Life. As a key member of our team, you will be responsible for delivering exceptional customer service and support to our clients and stakeholders.
Key Responsibilities- Provide personalized and professional service to customers, responding to inquiries and resolving issues in a timely and effective manner.
- Utilize internal processes and resources to provide creative solutions and minimize escalations.
- Maintain positive and high-quality customer interactions, ensuring a positive experience for all customers.
- Review insurance policies and ensure service inquiries are answered accurately and within policy boundaries.
- Meet and exceed individual performance targets related to customer service, as well as contribute to the business unit's customer service targets.
- Provide immediate and ongoing support for all digital platforms, including claim processing and customer experience.
- Take ownership of client interactions from beginning to end, ensuring a seamless and satisfactory experience.
- Apply training for different processes, products, and initiatives, staying up-to-date on industry developments and best practices.
- Document exceptions and escalations with details, ensuring internal stakeholders are aware of circumstances.
- Bilingualism in French and English.
- Highly coachable attitude and ability to work well within a team environment.
- Ability to research, investigate, analyze, and present information clearly to various audiences.
- Ability to prioritize and balance multiple tasks, ensuring timely completion and high-quality results.
- Clear writing, listening, and verbal communication skills, with attention to detail and accuracy.
- Well-developed analytical and problem-resolution skills, with active listening and empathy.
- Ability to navigate multiple screens and programs simultaneously, with previous experience working with customers or under pressure.
- Experience in a team setting, either career or personal.
- College or university education.
- Competitive salaries with annual pay increases.
- Annual bonus program, recognizing strong company performance and individual contributions.
- Comprehensive employer-funded benefits package, including life insurance, disability, health, and dental, as well as a generous health account.
- Flexible work arrangements and an annual allotment of personal health days.
- Four weeks of 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.
Empire Life is proud to be an equal opportunity employer, celebrating diversity and committed to creating an inclusive environment. We welcome applicants from all backgrounds and experiences, and encourage those who don't believe they meet each unique qualification to apply. We are committed to providing equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.
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