What are the responsibilities and job description for the Customer Service Representative II position at THE EMPIRE LIFE INS. CO?

Please note the base salary will be determined by the successful candidate's education, skills and experience. The listed salary range serves as a general pay guideline for this position's pay level.

Customer Service Representative II

Location : Remote - Anywhere in Canada

Empire Life is looking to hire a Customer Service Representative II to join our Retail Customer Service team!

Why pursue this opportunity

Our mission - make insurance, investments and benefits simple, fast and easy for our customers.

Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.

Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.

Participate in training and development programs - we offer a range of training and development programs to help our employees stay up-to-date with the latest industry trends and developments.

What you'll be working on

Provides prompt and accurate responses to customer enquiries within established service standards; act as 1st level escalation
Adheres to complaint handling and privacy procedures
Supports business retention goals through positive customer relations
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
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 enquiries and Field Compensation and Producer documentation issues; escalate inquiries as deemed appropriate

What we're looking for you to have

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 in French and English is preferred

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

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

If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Beyond the salary

For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes :

Competitive salaries with annual pay increases

Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions

Competitive uncapped commission, for sales positions

A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, disability, health and dental and a generous health account

Flexible work arrangements and an annual allotment of personal health days.

Four weeks annual vacation from hire date

A defined contribution pension plan with generous employer matching

Top up programs for parental leave and compassionate leave

Employer-sponsored wellness and recognition programs

A cash employee referral program

To learn more about working at Empire Life, visit

Get to know us

Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca .

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Customer Service Representative II

What are the responsibilities and job description for the Customer Service Representative II position at THE EMPIRE LIFE INS. CO?

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