Senior Client Services Operations Representative
Job Summary
Job Description
What is the opportunity?
The Senior Client Services Operations Representative role supports the overall RBC Purpose of helping clients thrive & communities prosper and enhances the overall client experience by providing accurate and timely processing on all service requests.
What will you do?
•Deliver a superior and high quality customer service experience to our policyholders and Advisors and other key relationships. Be agile and submit or support innovative ideas and process improvements to enhance the customer service experience.
•Act on client requests for policy changes and/or information. Take appropriate action on urgent and complex cases in accordance with the policy terms and company philosophy. Accurately update our workflow tracking system and ensure all relevant documents are uploaded to the electronic policy file.
•Possess a diverse knowledge of our products (Critical Illness, Disability, Long Term Care) and administration systems. Administer policies in adherence to administration functionality and procedures as established in our SOP (standard operating procedures).
•Handle and resolve complaints effectively.
•Meet or exceed Team and Individual Service Level Agreements by effective prioritization of fluctuating workflows. Prioritize and organize workload effectively to ensure time is utilized wisely and individual productivity is being met or exceeded.
•Engage in cross training on all lines of business. Support other team members by sharing knowledge and mentor to build confidence.
What will you need to succeed?
Must have
•3 to 5 years experience in a high volume customer service environment possessing a high degree of professionalism
•Excellent time management, organizational skills and ability to manage workload to meet deadlines
•Excellent communication skills (written & verbal)
•Strong interpersonal & collaborative skills and the ability to work in a team environment
•Strong attention to detail
Nice to have
•College or University degree preferred
•Bilingual in English and French is an asset
•Sound decision making skills
•Strong PC skills required including ability to trouble shoot problems
•Strong working knowledge of our administration systems (including Ingenium, Pasport, Bedrock, Broker and Career Capsil and ancillary applications)
•Strong technical skills including the Microsoft office suite of products and Webex
What's in it for you?
• Competitive pay and high-earning potential
• All the tools, training, and team support you need to grow your career
• Flexible work/life balance options
• Sophisticated RBCI software tools to boost your productivity
Job Skills
Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product ServicesAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
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 jobs.rbc.com.