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.***

Group Administration Service Representative

Location: Remote - Anywhere in Canada

Empire life is looking to hire a Group Administration Service Representative to join our Group Operations 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.

What you’ll be working on

• Provide prompt and courteous resolution of enquiries from both internal and external sources; utilize industry knowledge, standards and internal processes to creatively provide solutions and resolution to complex issues that minimize escalation
• Act as the subject matter expert and technical and training resource for internal and external stakeholders; research, validate and document new and maintenance of existing procedures and communicate changes to key stakeholders; identify, provide input and make recommendations for process and procedure improvements
• Prepare a variety of reports to validate financial and administrative data; communicate with customers, distribution partners and sales teams to ensure data is correct and contractual obligations are being met; take corrective action in a timely manner to ensure accurate management reporting and communicate changes to internal and external stakeholders
• Review and validate data to ensure it is accurate and complete; request outstanding requirements and validate key information from plan administrators to ensure eligibility of coverage; ensure requirements are received and input at both the certificate and group level; confirm with key stakeholders that changes have been updated
• Collaborate with IT to provide business requirements and test scenarios for projects, product launches and system maintenance releases; validate changes made positively enhance the user experience
• Document exceptions and escalations with appropriate details in the certificate file to ensure that internal stakeholders are aware of exceptional circumstances

What we’re looking for you to have

• Post-secondary education in business administration or related discipline
• Minimum 1 year experience in Administration Coordination
• Knowledge of group benefit contracts, products, procedures and regulatory and compliance is an asset
• Bilingualism (English/French) is required
• Working towards ACS and GBA is an asset
• Ability to use AI to effectively problem solve and improve processes
• Attention to detail/accuracy in a high transactional environment
• Strong organizational skills
• Well developed analytical and decision making skills
• Ability to conduct research, investigate, analyze and present information clearly and logically to a variety of audiences
• Ability to work independently and as a team member
• Well-developed verbal and written communication and customer service skills
• 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 https://www.empire.ca/workatempire.

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.