Customer Service Representative

4 weeks ago

Canada Empire Life Full time
Job Title: Group Bilingual Customer Service Representative

Job Summary: Empire Life is seeking a highly skilled and bilingual customer service representative to join our Group Operations team. As a key member of our team, you will be responsible for delivering exceptional customer service and support to our clients and customers.

Key Responsibilities:
  • Provide personalized and professional customer service to members, plan administrators, advisors, providers, and healthcare providers.
  • Utilize internal processes to creatively provide solutions and resolution to customer inquiries, minimizing escalations.
  • Maintain positive and high-quality customer interactions, ensuring a seamless experience for our clients.
  • Review insurance policies and ensure service inquiries are answered empathetically and within policy boundaries.
  • Meet and exceed individual performance targets related to customer service targets.
  • Provide immediate and ongoing support for all digital platforms.
  • Claim processing - customer experience, one call resolution.
  • Ownership of client interaction from beginning to end.
  • Apply training for different processes, products, and initiatives.
  • Document exceptions and escalations with details to ensure internal stakeholders are aware of circumstances.
Requirements:
  • 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.
  • Clear writing, listening, and verbal communication skills.
  • Attention to detail and accuracy.
  • Well-developed analytical and problem-resolution skills.
  • Active listening and empathy skills.
  • Ability to navigate multiple screens and programs simultaneously.
  • Previous experience working with customers or under pressure.
  • Experience in a team setting, either career or personal.
  • College or university education.
What We Offer:
  • Competitive salaries with annual pay increases.
  • Annual bonus program, recognizing both strong company performance and individual contributions.
  • Competitive uncapped commission for sales positions.
  • Comprehensive employer-funded benefits package, including life insurance, disability, health, and dental, and a generous health account.
  • Flexible work arrangements and an annual allotment of personal health days.
  • Four weeks of annual vacation from hire date.
  • Defined contribution pension plan with generous employer matching.
  • Top-up programs for parental leave and compassionate leave.
  • Employer-sponsored wellness and recognition programs.
  • Cash employee referral program.

Empire Life is an equal opportunity employer, committed to creating an inclusive environment and welcoming everyone to participate in our application process.

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