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Customer Service Representative

3 months ago

Montréal, Canada Royal Bank of Canada Full time

**Job Summary**

**What is the Opportunity?**

The Creditor Customer Service Representative will interact with clients over the phone, and provide them with insurance advice and solutions based on their individual needs. You will strive to constantly improve functions taking a client focused approach to effectively process client requests and provides advice and service solutions where appropriate regarding their credit insurance coverage on loans, lines of credit, mortgages and business loans. Your will retain the customers by showing the benefits and features of keeping their coverages. Your ability to provide superior customer service, build rapport and gain the clients’ confidence will be critical to your success

What will I do?
- Handling inbound calls from customers, answering inquiries and providing information to customers.
- Educating customers on the usage of products/services and on additional available benefits and services
- Reporting customer complaints; helping resolve customer complaints, ensuring that problems can be resolved in a timely manner
- Respond to customers by providing information, understanding needs, offering value added solutions, opportunity spotting, and taking accountability for the resolution of customer concerns
- Secures new business and/or retains existing business
- Ensure customers receive optimal service at a level that meets their needs, personally or by referring them to the appropriate partner (internally or externally)
- Takes ownership of client concerns, building ownership and accountability at first point of contact through client-focused behaviours, ensuring, when necessary, the escalation process is followed
- Process applicable paperwork for clients, ensuring accuracy and completeness of information.
- Meet monthly sales and retention goals

**What do you need to succeed?**

**Must-have**
- Requires fluency in French and English in order to serve our clients in the community with French and English speaking needs
- Solid aptitude for listening, establishing rapport and finding the right solutions for customers
- Strong attention to detail and problem resolution skills
- Ability to navigate between multiple systems
- Flexibility to work a variety of shifts as our Centre is open Monday to Friday 8:00am to 8:00 pm in order to better help our clients

**Nice-to-have**
- Sales experience and success in meeting and exceeding sales targets in a Contact centre environment

**Special Conditions**

**What’s in it for you?**

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards package including flexible benefits, competitive compensation, and stock options
- Work in a dynamic, collaborative, progressive, and high-performing team. By joining RBC Insurance, you also become part of a supportive, inclusive team that shares common values - including a fundamental respect for each other
- Leaders who support your development through coaching and managing opportunities
- Flexible work/life balance options
- Ability to make a difference and lasting impact

**Job Skills**

Customer Interactions, Customer Knowledge, Customer Needs, Customer Service, Customer Service Management, Insurance Products, Product Services, Sales, Sales Activities, 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**:
2024-06-25

**Application Deadline**:
2024-07-26

**I**nclusion** 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.

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