Customer Service Representative

Description:

Empire Life is seeking a Group Bilingual Customer Service Representative to join their Group Operations team. This role is responsible for delivering exceptional service to members, plan administrators, advisors, providers, and healthcare professionals. The position involves providing accurate, professional, and empathetic customer support while adhering to policy guidelines and performance targets.

Key responsibilities include:

• Delivering excellent service and resolving inquiries courteously and efficiently.

• Reviewing insurance policies to provide accurate information and ensure compliance with policies.

• Utilizing internal processes to resolve issues and minimize escalations.

• Supporting digital platforms and assisting customers with claims and one-call resolutions.

• Documenting exceptions, escalations, and client interactions for internal awareness.

• Meeting or exceeding individual and team performance targets.

• Working flexible shifts, including outside standard business hours.

Qualifications:

• Bilingual in French and English (required).

• College or university education.

• Strong communication (verbal, written, and listening) and interpersonal skills.

• Ability to prioritize, multitask, and work well under pressure.

• Analytical, problem-solving, and active listening skills with high attention to detail.

• Ability to navigate multiple systems and programs simultaneously.

• Previous customer service experience preferred; experience in team environments is a plus.

Benefits:

• Competitive salary with annual pay increases.

• Annual bonus program recognizing individual and company performance.

• Comprehensive employer-funded benefits (life insurance, disability, health, dental, health account).

• Four weeks’ annual vacation from hire date.

• Defined contribution pension plan with generous employer matching.

• Flexible work arrangements and annual personal health days.

• Top-up programs for parental and compassionate leave.

• Employer-sponsored wellness and recognition programs.

• Cash employee referral program.