Senior Client Services Operations Representative

Job Responsibility:

Job Summary

Provides first line of support and problem resolution for selected products and services. With extensive knowledge of the job and policies/practices, performs a wide range of advanced administrative/operational assignments.

What is the opportunity?

As a Senior Client Services Operations Representative, role supports the overall RBC purpose of helping clients thrive & communities prosper and enhance the overall client experience by providing accurate and timely processing on all service requests. This role will also support management with investigations, escalations and other tasks as required.

What will you do?

• Deliver superior customer service to our Policy Holders, Advisors, MGA's and internal partners by prioritizing urgent requests for completion
• Process complex policy changes and financial requests by taking appropriate action in accordance with the policy terms and company philosophy
• Respond to Inquiries that requires in-depth product and administration systems knowledge, in addition to knowledge of standard operating procedures
• Possess a diverse knowledge of our products (Term Life, Living Benefits, Universal Life, Credit Facility) and administration systems. Administer policies in adherence to administration functionality and procedures as established in our SOP (standard operating procedures)
• Work collaboratively with others on the team to handle complex cases
• Prioritize and manage workload to ensure time is utilized wisely and individual productivity levels are being met

What will you need to succeed?

Must have

• Minimum 2 years' experience in a customer service driven environment
• Knowledge and understanding of Ingenium, Bedrock, PASport, Composer, Underwriting Pro, Career Capsil and Broker Capsil
• Excellent time management & organizational skills adhering to department Service Level Agreements and Productivity levels
• Excellent written and verbal communication skills
• Strong decision making, analytical, mathematical and problem resolution abilities, with attention to detail
• Ability to handle pressure in a high volume customer service environment

Nice to have

• Strong interpersonal skills and the ability to work in a team environment
• Understanding of complex Life & Health insurance products, processes and legacy systems
• Knowledge of policy change procedures and guidelines
• Bi-lingual in English & French is an asset

What's in it for you?

• A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans
• 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 Services

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

MISSISSAUGA

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

INSURANCE

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2024-06-21

Application Deadline:

2024-07-01

I nclusion 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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