Licensed Damage Insurance Client Care Officer

4 weeks ago

Drummondville, Canada Royal Bank of Canada Full time

Job Summary

Remote work available in the province of Quebec.

What is the opportunity?

As a Licensed Damage Insurance Client Care Officer, you will respond with professional and accurate service for all client concerns and escalations within the Home & Auto Insurance. You will be responsible for providing effective problem resolution and delivering a superior client experience by demonstrating effective root cause analysis. You will strive to constantly improve functions taking a client-focused approach to effectively process client requests and provide advice and service solutions where appropriate.

What will you do?

  • Provide a superior client experience, act as a “trusted advisor” in client conversations using effective client discovery, provide relevant insurance advice and solutions based on client needs.
  • Handle complex escalations for supported business areas and provide in-the-moment coaching to mitigate future problems and build employee capabilities.
  • Identify root causes and recommend solutions to prevent similar issues from occurring in the future and increase problem resolution at the first point of contact.
  • Partner with leaders to build leader, team, and employee capabilities for problem resolution, product, and underwriting knowledge.
  • Create customized skill builds on complaint handling to address top issues and learning gaps for supported business areas.
  • Leverage tools and resources to support advice-driven discussions, maintain data integrity, document all relevant client services contacts and results, and prepare and submit final decision letters to clients as appropriate.
  • Contribute to the achievement of the centre’s overall client survey results focusing on call quality to differentiate the client experience where it matters most to the client.

What do you need to succeed?

Must-have

  • Valid Damage Insurance certificate issued by Quebec Autorité des marchés financiers (AMF).
  • Willingness to complete and obtain OTL (Other than Life) license for Ontario and other provincial licenses in Eastern provinces (RBC will provide you with the tools, training, and support you need).
  • Experience in Home & Auto Insurance.
  • Proven problem resolution competencies & excellent oral and written communication skills.
  • 3+ years experience in customer service.
  • Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.
  • Flexibility to work Monday – Friday between 8:00 AM - 8:00 PM.

Nice-to-have

  • Life, travel, and/or Call Centre experience.
  • CIP Designation.

What’s in it for you?

  • A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
  • Work in a dynamic, collaborative, progressive, and high-performing team.
  • Management that supports your work and progression.
  • Access to a variety of job opportunities across businesses and geographies.

RBC is committed to supporting flexible work arrangements when and where available conditional on employees being able to meet with the technological and confidentiality requirements of the role (i.e., private and quiet space, Internet connectivity, etc.). Details to be discussed with Hiring Manager.

Job Skills Conflict Management, Customer Interactions, Customer Service, Customer Service Administration, Customer Service Management, Inbound Logistics, Oral Communications, Problem Management, Product Services, Telephone-Based Customer Servicing.

Additional Job Details

Address: 1 PLACE VILLE MARIE: MONTRÉAL

City: MONTRÉAL

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: INSURANCE

Job Type: Regular

Pay Type: Salaried

Posted Date: 2024-04-03

Application Deadline: 2024-08-29

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients, and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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