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Bilingual Customer Care Specialist for Home Insurance

3 months ago

Montreal, Quebec, Canada Royal Bank of Canada> Full time

Position Overview

What is the role?

The Bilingual Customer Care Specialist will provide professional and precise assistance for all client inquiries and escalations within the Insurance Advice Centre. Your primary responsibility will be to ensure effective problem resolution while delivering an exceptional client experience through thorough root cause analysis for Home & Auto.

Your goal will be to continuously enhance operations by adopting a client-centric approach to efficiently manage client requests and offer suitable advice and service solutions.

Additionally, you will uphold due diligence in procedures, processes, regulatory compliance, and risk assessment within established authority limits.

Key Responsibilities

  • Deliver an outstanding client experience by actively listening and engaging with clients, acting as a "trusted advisor" during discussions, utilizing effective client discovery techniques to identify needs, and providing relevant insurance guidance and solutions.
  • 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 actions to avert similar problems, as approximately 20-30% of the role will involve coaching managers on problem resolution strategies for effective handling of similar complaints at the initial point of contact.
  • Collaborate with leadership to enhance the capabilities of leaders, teams, and employees in problem resolution, product knowledge, and underwriting.
  • Develop tailored skill-building sessions on complaint management to address prevalent issues and learning gaps for the supported business areas.
  • Share insights and trends identified during business-level and channel-level irritant analysis sessions.
  • Utilize tools and resources to facilitate advice-driven discussions, maintain data integrity, document all relevant client service interactions, and prepare and submit final decision letters to clients as necessary.
  • Contribute to achieving the overall client survey results of the centre, focusing on call quality to enhance the client experience where it matters most.

Qualifications Required

Essential

  • Bilingualism (English and French) is mandatory, as you will frequently engage with clients and collaborate with RBC partners and/or employees across Canada who require English and French support.
  • Demonstrated experience in Home & Auto Insurance (minimum of 2 years preferred).
  • Possession of a Damage Insurance license and OTL license for Ontario is essential, along with the capability to obtain provincial licenses in Eastern provinces.
  • Proven skills in communication and problem resolution.
  • 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.
  • Personal lines Damage Insurance Agent's license for Quebec.

Benefits

We are committed to fostering an environment that encourages growth, collaboration, and innovation, enabling us to provide trusted advice that helps our clients thrive and our communities prosper. We value our employees, supporting their potential and making a positive impact in our communities.

  • 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.
  • Supportive management that encourages your professional development.

Additional Information

At RBC, we prioritize diversity and inclusion as essential components of innovation and growth. We are dedicated to creating 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 prospective employees with diverse abilities. Please inform us if you require any accommodations during the recruitment process.