Job Description

Job SummaryWhat is the opportunity?The Customer Care Officer will respond with professional and accurate service for all client concerns and escalations within the Insurance Advice Centre. You will be responsible for providing effective problem resolution and delivering a superior client experience by demonstrating effective 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 limit.What will you do?Provide a superior client experience, listening and connecting with clients, act as a \xe2\x80\x9ctrusted advisor\xe2\x80\x9d in client conversations using effective client discovery to identify client need, provide relevant insurance advice and solutions based on client need.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 actions to prevent similar issues from occurring recommendation of action plans or appropriate solutions to resolve the problem as 20-30% of the role will involve coaching managers to problem resolution principles for future handling of similar complaints at the first point of contactPartner with leaders to build leader, team and employee capabilities for problem resolution, product and underwriting knowledgeCreates customized skill builds on complaint handling to address top issues and learning gaps for supported business areasShares insights and trends observed in business level and channel level top irritant analysis sessionsLeverage 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 appropriateContribute to the achievement of the centre\xe2\x80\x99s overall client survey results focusing on call quality to differentiate the client experience where it matters most to the clientWhat do you need to succeed?Must-haveRequires fluency in French and English to serve our clients in the community with English speaking needsProven experience in Home & Auto Insurance (minimum 2 years preferred)Damage Insurance license and OTL license for Ontario is required, along with the ability to obtain provincial licenses in Eastern provinces.Proven communication and problem resolution competenciesFlexibility to work Monday \xe2\x80\x93 Friday between 8:00AM - 8:00PMNice-to-haveLife, travel, and/or Call Centre experiencePersonal lines Damage Insurance Agent\'s license for QuebecCIP DesignationWhat\xe2\x80\x99s 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 applicableWork in a dynamic, collaborative, progressive, and high-performing teamManagement that supports your work and progressionJob SkillsAdditional Job DetailsAddress: 1 PLACE VILLE MARIE:MONTR\xc3\x89ALCity: MONTR\xc3\x89ALCountry: CanadaWork hours/week: 37.5Employment Type: Full timePlatform: INSURANCEJob Type: RegularPay Type: SalariedPosted Date: 2024-07-08Application Deadline: 2024-08-05Inclusion and Equal Opportunity EmploymentAt RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.Join our Talent CommunityStay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at .

Royal Bank of Canada