Licensed Damage Insurance Client Care Officer

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 needsHandle 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 contactPartner with leaders to build leader, team and employee capabilities for problem resolution, product and underwriting knowledgeCreate customized skill builds on complaint handling to address top issues and learning gaps for supported business areasLeverage 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’s 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-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 InsuranceProven problem resolution competencies & excellent oral and written communication skills3+ years experience in customer serviceRequires fluency in French and English to serve our clients in the community with English speaking needsFlexibility to work Monday – Friday between 8:00AM - 8:00PMNice-to-have Life, travel, and/or Call Centre experienceCIP DesignationWhat’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 applicableWork in a dynamic, collaborative, progressive, and high-performing teamManagement that supports your work and progressionAccess to a variety of job opportunities across businesses and geographiesRBC 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 SkillsConflict Management, Customer Interactions, Customer Service, Customer Service Administration, Customer Service Management, Inbound Logistics, Oral Communications, Problem Management, Product Services, Telephone-Based Customer ServicingAdditional Job DetailsAddress:1 PLACE VILLE MARIE:MONTRÉALCity:MONTRÉALCountry:CanadaWork hours/week:37.5Employment Type:Full timePlatform:INSURANCEJob Type:RegularPay Type:SalariedPosted Date:2024-04-03Application Deadline:2024-04-24Inclusion 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 jobs.rbc.com.