Licensed Insurance Client Care Specialist

4 weeks ago

TroisRivières, Quebec, Canada RBC Full time

Position Overview

Role Summary

Remote work opportunities available within Quebec.

What is the role about?

As a Licensed Damage Insurance Client Care Specialist, your primary responsibility will be to deliver professional and precise assistance for all client inquiries and escalations related to Home & Auto Insurance. You will play a crucial role in resolving issues effectively and ensuring a superior client experience through thorough root cause analysis. Your focus will be on enhancing processes with a client-centric approach to efficiently handle client requests and provide appropriate advice and service solutions.

Key Responsibilities

  1. Deliver an exceptional client experience, acting as a "trusted advisor" during client interactions by utilizing effective discovery techniques and offering relevant insurance advice tailored to client needs.
  2. Manage complex escalations for designated business areas while providing real-time coaching to prevent future issues and enhance employee capabilities.
  3. Identify underlying causes of issues and propose solutions to prevent recurrence, aiming to resolve problems at the first point of contact.
  4. Collaborate with leadership to enhance the capabilities of leaders, teams, and employees in problem resolution, product knowledge, and underwriting.
  5. Develop customized training on complaint management to address prevalent issues and learning gaps in supported business areas.
  6. Utilize available tools and resources to facilitate advice-driven discussions, maintain data accuracy, document all relevant client interactions and outcomes, and prepare and submit final decision letters to clients as necessary.
  7. Contribute to achieving the center's overall client satisfaction metrics by focusing on call quality to enhance the client experience where it matters most.

Qualifications for Success

Essential Requirements

  1. Valid Damage Insurance certification issued by the Quebec Autorité des marchés financiers (AMF).
  2. Willingness to pursue and obtain an OTL (Other than Life) license for Ontario and other provincial licenses in Eastern provinces (RBC will provide necessary tools, training, and support).
  3. Experience in Home & Auto Insurance.
  4. Demonstrated problem resolution skills and excellent verbal and written communication abilities.
  5. Minimum of 3 years of experience in customer service.
  6. Bilingualism (English and French) is required, as you will regularly assist clients and collaborate with RBC partners and/or employees across Canada with English and French speaking needs.
  7. Flexibility to work Monday to Friday between 8:00 AM and 8:00 PM.

Preferred Qualifications

  1. Experience in Life, travel, and/or Call Centre environments.
  2. CIP Designation.

What We Offer

We are committed to fostering an environment that encourages growth, collaboration, and the delivery of trusted advice to help our clients succeed and our communities thrive. We value each other, strive to reach our potential, and make a positive impact in our communities.

  1. A comprehensive Total Rewards Program including bonuses, flexible benefits, competitive compensation, commissions, and stock options where applicable.
  2. Work within a dynamic, collaborative, and high-performing team.
  3. Supportive management that encourages your professional development.
  4. Access to a variety of career opportunities across different business units and locations.

RBC is dedicated to promoting flexible work arrangements when feasible, provided that employees can meet the technological and confidentiality requirements of their roles.

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

At RBC, we embrace diversity and inclusion as essential components for innovation and growth. We are dedicated to building inclusive teams and an equitable workplace where employees can be their authentic selves. We actively address issues of inequity and systemic bias to support our diverse talent, clients, and communities.

We also strive to provide an accessible candidate experience for all prospective employees, including those with different abilities. Please inform us if you require any accommodations during the recruitment process.

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