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.
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
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
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
Driving for Results
Judgment and decision-making
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)
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
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.