Bilingual Customer Service Representative - 12 month contract

Job Description

Bilingual Customer Service Representative - 12 month contract

Location: Remote - Anywhere in Canada

Empire life is looking to hire a Bilingual Customer Service Representative to join our Retail Operations team!

The total target compensation (TTC) range, including salary and target bonus, is $46,000 - $55,000. This TTC range is applicable to permanent roles only; fixed-term contract and casual roles are not eligible for annual bonus and would receive only the base salary component. The actual base salary offered within this range will be determined by the successful candidate’s skills and experience, as well as internal equity. The TTC will be pro-rated for contract/permanent part-time roles.

Why pursue this opportunity

The 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 on

• Provides prompt and accurate responses to customer inquiries within established service standards by following procedures; act as 1st level escalation
• Adheres to complaint handling and privacy procedures
• Supports business retention goals through positive customer relations
• Respond 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 resolution
• Research, 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 questions
• Input and maintain information on various computer systems

What we’re looking for you to have

• 1+ years demonstrated experience in a direct customer service environment in the insurance/financial services industry, with individual insurance and investment experience
• Completion of a community college diploma in business or related area an asset
• Bilingual; French and English is required
• Knowledge of MS Office is required
• Working knowledge of Empire Life systems is an asset.
• In-depth knowledge of financial service products, policy provisions and administrative procedures
• In-depth knowledge of distribution channels
• Excellent organizational skills and the ability to prioritize and balance multiple tasks
• Strong writing, listening and verbal communication skills
• Attention to detail/accuracy
• Strong relationship management skills
• Well-developed analytical and problem resolution skills
• Ability to work independently and as a team member
• Ability to navigate multiple systems seamlessly in a fast paced environment
• If 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.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Beyond the salary

For permanent 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, for non sales positions
• Competitive uncapped commission, for sales positions
• A comprehensive employer-funded benefits package starting from day one of employment, 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

To learn more about working at Empire Life, visit https://www.empire.ca/workatempire.

Get to know us

Empire 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 .