Note: The job is a remote job and is open to candidates in USA. Empire Life is looking to hire a Bilingual Customer Service Representative to join their Retail Operations team. The role involves providing prompt and accurate responses to customer inquiries, adhering to complaint handling procedures, and maintaining positive customer relations.
Responsibilities
- 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
Skills
- 1+ years demonstrated experience in a direct customer service environment in the insurance/financial services industry, with individual insurance and investment experience
- Bilingual; French and English is required
- Knowledge of MS Office is required
- 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
- Completion of a community college diploma in business or related area an asset
- 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
Benefits
- 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
Company Overview
L’Empire, Compagnie d’Assurance-Vie (Empire Vie) est une société fièrement canadienne en activité depuis 1923. It was founded in 1923, and is headquartered in Kingston, Ontario, CA, with a workforce of 1001-5000 employees. Its website is https://www.empire.ca/fr.
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