Bilingual Customer Service Representative II

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Date Posted: 8/6/2021

Reference No.: 2021-0209

Position Type Regular Full-Time

Scope Statement

The Customer Service Representative II supports customer relationships by promptly and accurately responding to and/or resolving complex Insurance and/or Investment inquires received from customers and distribution partners on a daily basis. The incumbent is guided by defined procedural constraints and works under the moderate supervision of the Manager.


Impact Statement

  • Provides prompt and accurate responses to customer inquires within established service standards; act as 1st level escalation

  • Adheres to complaint handling and privacy procedures

  • Supports business retention goals through positive customer relations


Responsibilities include

  • Respond to telephone, fax, email and voice mail inquires 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 

  • Provide information on inquires and Field Compensation and Producer documentation issues; escalate inquiries as deemed appropriate


Knowledge / Experience / Certification

  • 3+ years demonstrated experience in a direct customer service environment in the insurance/financial services industry, with individual insurance and investment experience

  • Knowledge of MS Office is required

  • 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

  • Working towards completion of ACS, PCS, FLMI

  • Bilingual; French and English


Education / Professional Courses

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


Key Skills

  • 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


Key Competencies

  • Collaboration

  • Customer-Centricity 

  • Driving for Results

  • Initiative

  • Innovation

  • Integrity 

  • Interpersonal Communication 

  • Judgment and decision-making

  • Leadership


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)

  • 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



  • Distribution partners, their administration staff and customers

  • Management and employees on a local and national basis

In business for more than 90 years, with our head office in Kingston, Ontario, Empire Life continues to grow with offices across the country. Our success is based on a commitment to being approachable and responsive to the needs of our clients and distribution partners, on consistently solid investment performance and on faith in our employees as future leaders.

For regular full-time positions, Empire Life offers a competitive salary and comprehensive benefits package including a bonus plan and opportunities for career development.

If you are looking for an exciting opportunity and to build a career in an innovative and dynamic organization, submit your resume by clicking on Apply Now.
We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. Empire Life is an equal opportunity employer.