Agent Approche Client

7 months ago

Mississauga, Canada Royal Bank of Canada Full time

**Résumé du travail**

The Customer Care Officer will respond with professional and accurate service for all client concerns and escalations. You will be responsible for providing effective problem resolution and delivering a superior client experience by demonstrating effective root cause analysis for RBC Life Insurance Company.

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.

In addition, you will ensure due diligence of procedures, process, regulatory compliance and assessment of risk within set authority limit.

**Description du poste**

**En quoi consiste l’emploi ?**

À titre d’agent, Approche Client, vous offrirez un service professionnel et rigoureux afin de répondre à toutes les préoccupations et à toutes les demandes de recours hiérarchique. Vous réglerez efficacement les problèmes et offrirez une expérience client supérieure en effectuant une analyse efficace des causes fondamentales du problème pour RBC compagnie d’assurance vie.

Vous veillerez à l’amélioration continue des diverses fonctions en adoptant une approche axée sur le client, afin de traiter efficacement les demandes des clients et d’offrir, au besoin, des conseils et des services.

De plus, vous veillerez au respect des procédures et des processus, à la conformité à la réglementation et à l’évaluation du risque, dans les limites de votre pouvoir décisionnel.

**Quelles seront vos tâches ?**
- Offrir une expérience client supérieure en écoutant les clients et en établissant une relation avec eux, utiliser une approche de « conseiller de confiance » au cours des entretiens avec les clients en ayant recours à une démarche exploratoire efficace pour déterminer les besoins des clients, fournir les conseils pertinents en assurance et offrir des solutions qui répondent aux besoins des clients.
- S’occuper des recours hiérarchiques complexes pour les secteurs d’activité soutenus et assurer l’accompagnement sur-le-champ afin d’atténuer les problèmes futurs et de renforcer les compétences des employés.
- Déterminer les causes fondamentales et les mesures à prendre pour éviter qu’une ituation similaire se reproduise, recommandation de plans d’action ou de solutions pertinentes pour résoudre le problème, car 20 à 30 % du rôle consistera à accompagner les directeurs pour le traitement ultérieur de plaintes semblables au premier point de contact.
- Collaborer avec les gestionnaires afin d’améliorer les compétences des gestionnaires, équipes et employés en matière de résolution de problème et parfaire leurs connaissances sur les produits et la tarification.
- Créer des aptitudes sur mesure concernant le traitement des plaintes afin de régler les principaux problèmes et de combler les lacunes d’apprentissage pour les secteurs d’activité soutenus.
- Faire part de ses observations et des tendances trouvées dans le cadre de séances d’analyse des principaux irritants au niveau du secteur d’activité et du réseau.
- Tirer profit des outils et des ressources pour fournir aux clients les conseils voulus, préserver l’intégrité des données, en consignant par écrit toutes les communications pertinentes et les résultats connexes au chapitre du service à la clientèle ; préparer les lettres de décision définitive et les remettre au client, s’il y a lieu.
- Contribuer à l’obtention des résultats des sondages auprès de la clientèle pour RBC Assurancesen mettant l’accent sur la qualité des appels en vue d’offrir une expérience client unique là où c’est le plus important.

**Que vous faut-il pour réussir ?**Compétences essentielles**
- Expérience pratique dans le secteur de l’assurance vie (au moins deux ans, de préférence)
- Détenir le permis en assurance de personnes PQAP.
- Compétences manifestes en communication et en résolution de problèmes
- Souplesse voulue pour travailler du lundi au vendredi de 8 h à 20 h

**Compétences souhaitées**
- Expérience en centre d’appels
- Bilinguisme français et anglais est un atout

**Qu’y gagnerez-vous ?**

Nous donnons notre pleine mesure, pensons autrement pour poursuivre notre croissance et collaborons afin d’offrir des conseils fiables qui contribueront à la réussite des clients et à la prospérité des collectivités. Nous nous soucions du bien-être de chacun et chacune et aspirons à réaliser notre plein potentiel, à favoriser l’essor des collectivités et à contribuer à la réussite de tous et toutes.
- Programme de rémunération globale comprenant des primes et des avantages sociaux à la carte, rémunération concurrentielle, commissions et actions, s’il y a lieu
- Équipe dynamique et performante axée sur l’innovation et la collaboration
- Travail et progression soutenus par la direction
- Accès à diverses possibilités

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