Group Customer Service Representative

19 hours ago

Vancouver, Canada Empire Life Full time

Please note the base salary will be determined by the successful candidate's education, skills and experience. The listed salary range serves as a general pay guideline for this position's pay level.Group Customer Service RepresentativeLocation: Remote - Vancouver, BC or Calgary, ABEmpire life is looking to hire a Group Bilingual Customer Service Representative to join our Group Operations teamWhy pursue this opportunityOur 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 onDelivering 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 escalationsResponsible for maintaining positive and the highest quality customer interactionsReviewing insurance policies and ensuring service inquiries are answered empathically and within policy boundariesResponsible for meeting and or exceeding individual performance targets as they relate to the business units’ customer service targetsProviding immediate and ongoing support for all digital platformsClaim processing – customer experience, one call resolutionOwnership of client interaction from beginning to the endApply training for different processes, products, initiativesDocumenting exceptions and escalations with details to ensure that internal stakeholders are aware of circumstancesPlease note: Due to the nature of this position, you will be required to work shifts outside of business hours which may vary weekly.What we’re looking for you to haveBilingualism in French/English is strongly preferredHighly coachable attitude and working well within a team environmentAbility to research, investigate, analyze and present information clearly to a variety of audiencesAbility to prioritize and balance multiple tasksClear writing, listening and verbal communication skillsAttention to detail/accuracyWell-developed analytical and problem resolution skillsActive listening and empathy skillAbility to navigate multiple screens and programs at the same timePrevious experience working with customers or under pressureExperience in a team setting either career or personalCollege or University educationIf 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.Beyond the salaryFor regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:Competitive salaries with annual pay increasesAnnual bonus program, which recognizes both strong company performance and individual contributionsCompetitive uncapped commission for sales positionsA comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health accountFlexible work arrangements and an annual allotment of personal health days.Four weeks annual vacation from hire dateA defined contribution pension plan with generous employer matchingTop up programs for parental leave and compassionate leaveEmployer-sponsored wellness and recognition programsA cash employee referral programTo learn more about working at Empire Life, visit to know usEmpire 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

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