Bilingual Customer Service Representative Bilingual French Customer Service Representative Customer Service Representative Underwriting Case Coordinator (Remote)

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Date Posted: 9/10/2021

Location: Any Canadian Location / Tout lieu canadien, Any Province, Canada

Reference No.: 2021-0278

Position Type Regular Full-Time

Do you want to be part of one of Canada’s best employers? Are you looking for a company with progressive opportunities to develop and succeed? If you answered yes to these questions and are driven to succeed and excel, we have excellent opportunities for you!


What is this role? (Hint: it’s not sales!)

We provide excellent service to our customers and advisors. This role  supports customer relationships by promptly and accurately processing requests and solving problems to provide them with the best possible service. Please note this role is not a sales position and does not require selling or cold calling.


What do we offer?

This is an exciting opportunity to join a dynamic and innovative insurance company!

  • An environment that encourages the pursuit of personal and professional success
  • A company that acknowledges and rewards talent, and supports our employees in achieving and exceeding individual and organizational goals
  • Opportunities for advancement, learning and development
  • Competitive salary, pension plan & a comprehensive benefits package (with insurance of course!)
  • Monday to Friday working shift (flexible 7.5 hour workday with core hours of 8am-8pm EST)
  • Cross-training and development opportunities
  • Collaborative and inclusive environment


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.


What will you be doing?

  • Respond to telephone, fax, email and voice mail enquiries from customers and distribution partners, and maintain ownership of each enquiry from start to problem resolution; resolve escalated enquiries or escalate issues to 2nd level for resolution
  • Processes applications and service requests within established service standards, some of which will be in French (for bilingual roles);  standard reference templates and bilingual team resources are used to assist in the completion of this work process
  • 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
  • Provides prompt and courteous resolution of enquiries from distribution partners and clients relating to new and in-force administration; investigates and analyzes simple to complex cases
  • Navigate, input and maintain information on various computer systems


Who are you?

  • 0-3+ years demonstrated experience in a direct customer service environment (financial services is a plus!)
  • Focused on solving problems and finding solutions
  • Able to utilize multiple systems and screens to work efficiently and find new ways to be effective
  • Team Player with the ability to work independently
  • Fluently bilingual in French and English an asset


What key skills will help you succeed?

  • 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


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.