» Bilingual Customer Service Representative - Group Solutions
The Empire Life Insurance Company
Kingston, Ontario, CA
1d ago

The Bilingual Customer Service Representative I supports client relationships by responding to enquiries from Customers on a daily basis within established service standards.

The incumbent works within defined procedural constraints and under the moderate supervision of the Supervisor and / or Manager, Group Customer Service & Administration.

Impact Statement

  • Provides prompt and accurate responses to customer enquiries within established service standards
  • Adheres to complaint handling and privacy procedures
  • Supports business retention goals through positive customer relations
  • Responsibilities include

  • Answers telephone, fax, email and / or voice mail enquiries regarding coverage questions, claims status, address changes, coverage decreases, etc.
  • maintains ownership of each enquiry from start to completion

  • Solves problems regarding customer account issues, involving others in response development where necessary
  • Accesses and obtain data from multiple information systems to answer questions
  • Processes limited post certificate changes, client requests, and demographic information changes
  • Knowledge / Experience / Certification

  • 1+ years work experience in the insurance / financial services industry, ideally in the group or individual insurance discipline
  • Work experience providing services to and interacting with clients in a call centre / customer service environment
  • Knowledge of word processing, spreadsheet, and database computer software
  • Knowledge of Empire Life group insurance products, policy provisions, administration and procedures
  • Working towards completion of ACS, FLMI or Group Primer / CEBS
  • Education / Professional Courses

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

  • Ability to prioritize and balance multiple tasks
  • Clear 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
  • Bilingualism (French & English) is mandatory
  • Collaboration
  • Customer-Centricity
  • Driving for Results
  • Integrity
  • Interpersonal Communication
  • Judgment and decision-making
  • Working Conditions

  • Office environment
  • Prolonged periods of concentration and attention to detail
  • Prolonged periods of sitting while using a computer and / or telephone
  • Prolonged repetitive actions (i.e. keyboarding, opening mail)
  • Frequent interruptions
  • The incumbent may be required to work extended hours and / or overtime to support service requirements
  • May have contact with upset / angry people
  • Must be available to work rotating shift 8 am to 8 pm and overtime as required
  • Customers
  • Health care and Dental care providers
  • Management and employees on a local and national basis
  • Our Kingston office is located in historic downtown Kingston and just steps from unique shops, acclaimed restaurants and beautiful Lake Ontario, our head office is a great place to work, learn and grow.

    Whether you live in town or prefer country life, the office is a short commute, and a quick drive or train ride away from Toronto, Montréal, Ottawa and the U.

    S. As one of the largest private employers in Kingston, we offer a wide range of roles and experiences, various learning and development opportunities, and many ways to get involved in the community.

    If you’re planning to kick off your career, take it to the next level, or looking for an opportunity to make your mark while connecting with your coworkers and community, you’ll find your home at Empire Life in Kingston.

    Our Montréal location offers breathtaking views of the city from the 16th floor of the impressive KPMG Tower right downtown.

    Surrounded by trendy shops and award-winning restaurants, we’re just a few short steps from Starbucks and the Promenades Cathédrale, an extraordinary underground mall.

    We’re conveniently located directly above a subway line and a few blocks from the train station. Life in Montréal is truly a unique experience.

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