Group Customer Service Representative

Group Customer Service Representative

Location: Remote - Vancouver and Calgary

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

Why pursue this opportunity

Our 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 on

• Ownership of client interaction from beginning to the end
• Claim processing – customer experience, one call resolution
• Utilizing internal processes to creatively provide solutions and resolution and minimize escalations
• Documenting exceptions and escalations with details to ensure that internal stakeholders are aware of circumstances
• Responsible for maintaining positive and the highest quality customer interactions
• Apply training for different processes, products, initiatives
• Delivering service excellence by providing personal, accurate, professional, courteous resolution of inquiries from: Members, Plan Administrators, Advisors, Providers and Healthcare providers;
• Responsible for meeting and or exceeding individual performance targets as they relate to the business units’ customer service targets
• Providing immediate and ongoing support for all digital platforms
• Reviewing insurance policies and ensuring service inquiries are answered empathically and within policy boundaries

What we’re looking for you to have

• Ability to research, investigate, analyze and present information clearly to a variety of audiences
• Previous experience working with customers or under pressure
• College or University education
• Highly coachable attitude and working well within a team environment
• Well-developed analytical and problem resolution skills
• Experience in a team setting either career or personal
• Active listening and empathy skill
• Clear writing, listening and verbal communication skills
• Ability to prioritize and balance multiple tasks
• Attention to detail/accuracy
• Advanced or Native Bilingualism in French/English would be an asset
• Ability to navigate multiple screens and programs at the same time
• 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.

Beyond the salary

For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:

• A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account
• Flexible work arrangements and an annual allotment of personal health days.
• Annual bonus program, which recognizes both strong company performance and individual contributions
• Competitive uncapped commission for sales positions
• Competitive salaries with annual pay increases
• A defined contribution pension plan with generous employer matching
• Employer-sponsored wellness and recognition programs
• A cash employee referral program
• Four weeks annual vacation from hire date
• Top up programs for parental leave and compassionate leave

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 [email protected] .