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Licensed Damage Insurance Client Care Officer
2 months ago
We are seeking a highly skilled and experienced Licensed Damage Insurance Client Care Officer to join our team at RBC. As a key member of our insurance client care team, you will be responsible for providing exceptional service to our clients, resolving complex issues, and delivering a superior client experience.
Key Responsibilities- Client Service and Support
- Provide professional and accurate service to clients, responding to their concerns and escalations in a timely and effective manner.
- Act as a trusted advisor, using effective client discovery to provide relevant insurance advice and solutions based on client needs.
- Handle complex escalations for supported business areas, providing 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.
- Education and Certifications
- 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 you with the tools, training, and support you need).
- Experience in Home & Auto Insurance.
- Proven problem resolution competencies & excellent oral and written communication skills.
- 3+ years of experience in customer service.
- Bilingualism (English and French) 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 8:00 AM - 8:00 PM.
- Additional Experience and Certifications
- Life, travel, and/or Call Centre experience.
- CIP Designation.
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