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Licensed Insurance Client Care Specialist
3 months ago
Position Overview
Role Summary
Remote work opportunities available within Quebec.
What is the role about?
As a Licensed Damage Insurance Client Care Officer, your primary responsibility will be to provide professional and precise assistance for all client inquiries and escalations related to Home & Auto Insurance. You will play a crucial role in delivering effective solutions and ensuring an exceptional client experience through thorough root cause analysis. Your focus will be on continuously enhancing processes with a client-centric approach to efficiently manage client requests and offer relevant advice and service solutions.
Key Responsibilities
- Deliver an outstanding client experience, acting as a "trusted advisor" during client interactions by employing effective discovery techniques and providing pertinent insurance advice tailored to client needs.
- Manage complex escalations for designated business areas and offer real-time coaching to prevent future issues and enhance employee capabilities.
- Analyze root causes and propose solutions to avert similar problems in the future, thereby improving problem resolution at the initial point of contact.
- Collaborate with leadership to enhance the skills of leaders, teams, and employees in problem resolution, product knowledge, and underwriting.
- Develop tailored skill-building initiatives on complaint management to address prevalent issues and learning gaps in supported business areas.
- Utilize available tools and resources to facilitate advice-driven discussions, maintain data accuracy, document all relevant client service interactions and outcomes, and prepare and send final decision letters to clients as necessary.
- Contribute to the overall success of the center's client survey results by focusing on call quality to elevate the client experience where it matters most.
Qualifications for Success
Essential Requirements
- Valid Damage Insurance certification issued by the Quebec Autorité des marchés financiers (AMF).
- Willingness to pursue and obtain an 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.
- Demonstrated problem resolution skills and excellent verbal and written communication abilities.
- Minimum of 3 years of experience in customer service.
- Bilingualism (English and French) is required, as you will frequently interact with clients and collaborate with RBC partners and/or employees across Canada who speak both languages.
- Availability to work Monday to Friday between 8:00 AM and 8:00 PM.
Preferred Qualifications
- Experience in Life, travel, and/or Call Centre environments.
- CIP Designation.
What We Offer
We are committed to the pursuit of excellence, innovative thinking for continuous growth, and collaboration to provide trusted advice that empowers our clients and supports community prosperity. We value each other, strive to reach our potential, make a positive impact in our communities, and achieve mutual success.
- A comprehensive Total Rewards Program that includes bonuses, flexible benefits, competitive compensation, commissions, and stock options where applicable.
- Work within a dynamic, collaborative, progressive, and high-performing team environment.
- Supportive management that fosters your professional growth and development.
- Access to a wide range of job opportunities across various business sectors and locations.
RBC is dedicated to promoting flexible work arrangements when feasible, contingent upon employees meeting the technological and confidentiality requirements of the role (i.e., private and quiet workspace, reliable Internet connectivity, etc.). Details will be discussed with the Hiring Manager.
Core Competencies
Conflict Management, Customer Interactions, Customer Service, Customer Service Administration, Customer Service Management, Inbound Logistics, Oral Communications, Problem Management, Product Services, Telephone-Based Customer Service.
Commitment to Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion as essential components of innovation and growth. We are committed to building inclusive teams and creating an equitable workplace where employees can express their authentic selves. We actively address issues of inequity and systemic bias to support our diverse talent, clients, and communities.
We also strive to ensure an accessible candidate experience for prospective employees with varying abilities. Please inform us if you require any accommodations during the recruitment process.
