Job Description
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.Bilingual Customer Service Representative (12 month contract)Location: Anywhere in Canada Empire life is looking to hire a Bilingual Customer Service Representative to join our Retail Operations team!Why pursue this opportunityThe environment - we understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals.Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.Diversity, equity, and inclusion - we are committed to creating a diverse, equitable, and inclusive workplace and welcome candidates who share this commitment.Participate in training and development programs - we offer a range of training and development programs to help our employees stay up-to-date with the latest industry trends and developments.What you’ll be working onProvides prompt and accurate responses to customer inquiries within established service standards by following procedures; act as 1st level escalationAdheres to complaint handling and privacy proceduresSupports business retention goals through positive customer relationsRespond to telephone, fax, email and voicemail inquiries from customers and distribution partners, and maintain ownership of each inquiry from start to problem resolution; resolve escalated inquires or escalate issues to 2nd level for resolutionResearch, investigate and collaborate with the appropriate subject matter expert to make a recommendation or decide upon a solution; access and obtain data from multiple information systems to respond to questionsInput and maintain information on various computer systems What we’re looking for you to have1+ years demonstrated experience in a direct customer service environment in the insurance/financial services industry, with individual insurance and investment experienceCompletion of a community college diploma in business or related area an assetBilingual; French and English is required.Knowledge of MS Office is requiredWorking knowledge of Empire Life systems is an asset.In-depth knowledge of financial service products, policy provisions and administrative proceduresIn-depth knowledge of distribution channelsExcellent organizational skills and the ability to prioritize and balance multiple tasksStrong writing, listening and verbal communication skillsAttention to detail/accuracyStrong relationship management skillsWell-developed analytical and problem resolution skillsAbility to work independently and as a team memberAbility to navigate multiple systems seamlessly in a fast paced environmentIf 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 contributions, for non sales positionsCompetitive uncapped commission, for sales positionsA comprehensive employer-funded benefits package starting from day one of employment, 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 https://www.empire.ca/workatempire.Get 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 recruitment@empire.ca .