Job Summary

Job Description

Remote work available in the province of Quebec.

What is the opportunity?

As a Licensed Damage Insurance Client Care Officer, you will respond with professional and accurate service for all client concerns and escalations within the Home & Auto Insurance. You will be responsible for providing effective problem resolution and delivering a superior client experience by demonstrating effective root cause analysis. 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.

What will you do?

Provide a superior client experience, act as a "trusted advisor" in client conversations using effective client discovery, provide relevant insurance advice and solutions based on client needs

Handle complex escalations for supported business areas and provides 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, maintains data integrity, documenting all relevant client services contacts and results and prepare and submit final decision letters to client 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

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 experience in customer service

Requires fluency in French and English to serve our clients in the community with English speaking needs

Flexibility to work Monday - Friday between 8:00AM - 8:00PM

Nice-to-have

Life, travel, and/or Call Centre experience

CIP Designation

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

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 (i.e., private and quiet space, Internet connectivity, etc.) Details to be discussed with Hiring Manager.

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