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.
Scope Statement
The Service Representative supports the processing of applications and/or service requests received from advisors and clients. The incumbent is guided by defined procedural instruction/frequent checking of results and works under the close supervision of a unit Manager or Director.
Impact Statement
Ensures compliance and regulatory standards are met
Supports the service and administrative requirements of the business unit
Achieves and maintains high quality accurate results within established service standards
Responsibilities include
Processes applications and service requests within established service standards, some of which will be in French; standard reference templates and bilingual team resources are used to assist in the completion of this work process
Accesses and obtains data from multiple information systems
Enters and maintains information on the administration systems
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
Knowledge / Experience / Certification
0 – 3 years work experience in the financial services industry or in the insurance industry
Knowledge of word processing, spreadsheet, e-mail and database computer software
Knowledge of individual life and investment products and policy provisions
Working towards ACS
Education / Professional Courses
Completion of a community college diploma
Key Skills
Ability to prioritize and balance multiple tasks
Clear reading, writing, listening and verbal communication skills
Attention to detail/accuracy
Well-developed mathematical skills
Ability to think logically, analyze, solve problems, and learn new technology
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
The incumbent may be required to work extended hours and/or overtime to support service requirements
Interactions
Head Office management and employees
Client and distribution partners
