Senior Customer Care Officer - Life & Health Job at Royal Bank of Canada
Come Work with Us!
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.
Job Title
Job Description
Senior Customer Care Officer, Life & Health
What is the opportunity?
(Opportunity to work remotely)
The Senior Customer Care Officer will respond with professional and expert service for all client concerns and escalations on behalf of RBC Life. 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 provides 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 trusted advisor in client conversations using effective client discovery to identify client need, provide relevant insurance advice and solutions based on client need.
- Handles complex escalations for supported business areas and provides in the moment coaching to mitigate future problems and build employee capabilities.
- Identifies root causes and actions to prevent similar issues from occurring as well as coaching for future handling of similar complaints at the first point of contact. Researching and reporting customer complaints; helping resolve customer complaints, ensuring that problems can be resolved in a timely manner.
- Demonstrate effective identification & root cause analysis, case investigation and recommendation of action plans or appropriate solutions to resolve the problem.
- Partners with leaders to build leader, team and employee capabilities for problem resolution, product and underwriting knowledge
- Shares insights and trends observed in business level and channel level top irritant analysis sessions
- Identify and leverage RBC sales internal and external partnerships
- 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 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
- Proven experience in Life & Health
- Valid Life license (LLQP)
- Proven communication and problem resolution competencies
- Ability to handle difficult/sensitive situations appropriately
- Ability to navigate between multiple systems
Nice-to-have
- Bilingualism (French and English) is an asset
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
Job Summary
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Inclusion and Equal Opportunity Employment
At 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.
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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 rbc.com/careers.
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