Bilingual Insurance Advisor

4 weeks ago

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

Job Summary

Job Description

What is the opportunity?

The Insurance Advisor will provide professional and accurate service for all client concerns and escalations within the Insurance Advice Centre. You will be responsible for delivering a superior client experience by demonstrating effective problem resolution and root cause analysis for Home & Auto.

You will strive to constantly improve functions taking a client-focused approach to effectively process client requests and provide advice and service solutions where appropriate.

In addition, you will ensure due diligence of procedures, process, regulatory compliance, and assessment of risk within set authority limits.

What will you do?

  • Provide a superior client experience, listening and connecting with clients, act as a trusted advisor in client conversations using effective client discovery to identify client needs, provide relevant insurance advice, and solutions based on client needs.
  • Handle complex escalations for supported business areas and provide in-the-moment coaching to mitigate future problems and build employee capabilities.
  • Identify root causes and actions to prevent similar issues from occurring, recommending action plans or appropriate solutions to resolve the problem.
  • 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.
  • Share insights and trends observed in business-level and channel-level top irritant analysis sessions.
  • 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.

What do you need to succeed?

Must-have

  • 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.
  • Proven experience in Home & Auto Insurance (minimum 2 years preferred).
  • Damage Insurance license and OTL license for Ontario are required, along with the ability to obtain provincial licenses in Eastern provinces.
  • Proven communication and problem resolution competencies.
  • Flexibility to work Monday – Friday between 8:00AM - 8:00PM.

Nice-to-have

  • Life, travel, and/or Call Centre experience.
  • Personal lines Damage Insurance Agent's license for Quebec.

What's in it for you?

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.

  • 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.

Job Skills

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