Customer Service Representative II

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.

Customer Service Representative II

Location: Remote - Anywhere in Canada

Empire Life is looking to hire a Customer Service Representative II to join our Retail Customer Service 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.

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 enquiries daily within established service standards

• Adheres to complaint handling and privacy procedures 

• Supports business retention goals through positive customer relations

• Answers telephone, fax, email and/or voice mail enquiries regarding benefit coverage and claim questions, program adjustments, billing enquiries, address changes, coverage decreases, etc., and has ownership of each enquiry from start to completion

• Solves problems regarding client account issues, involving others in response development where necessary

• Accesses and obtains data from multiple information systems to answer questions

• Incumbent acts as a resource to employees on a technical, administrative and policy coverage level

• Assists in providing coaching/mentoring to team members

What we’re looking for you to have

• 3+ years with demonstrated experience in a direct customer service/call centre environment

• Solid working knowledge of word processing, spreadsheet, and database computer software

• Solid working knowledge of Empire Life systems is an asset

• Solid working knowledge of Empire Life group products, contract provisions, administrative procedures, and general external health practitioner environments

• Bilingual in French and English is preferred

• Completion of a community college diploma in business or related area an asset

• Working towards ACS designation through LOMA and/or Group Primer/CEBS

• Well-developed ability to prioritize and balance multiple tasks

• Exceptional writing, listening and verbal communication skills

• Attention to detail/accuracy

• Well-developed customer relations skills

• Well-developed analytical and problem resolution skills

• Ability to work independently and as a team member

• 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:

• 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 .