[Remote] Customer Service Representative- 12 month contract

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.ResponsibilitiesProvides 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 systemsSkills1+ years demonstrated experience in a direct customer service environment in the insurance/financial services industry, with individual insurance and investment experienceBilingual; French and English is requiredKnowledge of MS Office is requiredExcellent 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 CanadaCompletion of a community college diploma in business or related area an assetWorking knowledge of Empire Life systems is an assetIn-depth knowledge of financial service products, policy provisions and administrative proceduresIn-depth knowledge of distribution channelsBenefitsCompetitive 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 programCompany OverviewL’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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