Licensed Damage Insurance Client Care Specialist

2 months ago

Drummondville, Quebec, Canada Royal Bank of Canada> Full time
Job Title: Licensed Damage Insurance Client Care Officer

We are seeking a highly skilled Licensed Damage Insurance Client Care Officer to provide exceptional client service and resolve complex client concerns in a remote work setting.

Key Responsibilities:
  • Deliver a superior client experience by acting as a trusted advisor in client conversations, using effective client discovery, and providing 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.
Requirements:
  • 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 the necessary tools, training, and support).
  • Experience in Home & Auto Insurance.
  • Proven problem resolution competencies and excellent oral and written communication skills.
  • 3+ years of experience in customer service.
  • Bilingualism (English and French) required, as you will regularly serve clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.
  • Flexibility to work Monday – Friday between 8:00AM - 8:00PM.
What We Offer:
  • 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.
About RBC:

RBC is a leading financial institution 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.

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.

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