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Licensed Insurance Client Care Specialist

1 month ago

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

Job Opportunity

We are seeking a highly skilled and experienced Licensed Damage Insurance Client Care Officer to join our team. As a key member of our insurance client care team, you will be responsible for providing exceptional client service and support to our clients in the Home & Auto Insurance division.

Key Responsibilities

  • Provide professional and accurate service to clients, responding to their concerns and escalations in a timely and effective manner.
  • Use effective problem resolution skills to deliver a superior client experience, acting as a trusted advisor in client conversations.
  • Handle complex escalations 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.
  • 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, and document all relevant client service contacts and results.
  • 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) is required, as you will regularly serve our 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.

RBC is 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

Additional Job Details

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

INSURANCE

Job Type:

Regular

Pay Type:

Salaried

At RBC

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.