Senior Client Services Operations Representative

Job Description

What is the opportunity? 

As a Senior Client Services Operations Representative, you will be required to provide a high level of Customer Service to our policy holders, advisors, MGA’s and internal partners.  You will also support the overall RBC Purpose (Helping clients thrive & communities prosper) and enhance the overall client experience, by providing accurate information and completing all service requests in a timely manner to meet service levels agreements. 

What will you do? 

• Deliver superior customer service to our Policy Holders, Advisors and internal partners by prioritizing urgent requests for completion

• Process complex policy changes and changes requiring underwriting approval by taking appropriate action in accordance with the policy terms and underwriting decisions

• Respond to Inquiries that requires in-depth product and administration systems knowledge, in addition to knowledge of standard operating procedures
• Handle escalations and resolve issues to the satisfaction of the client
• 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
• Strong knowledge and understanding of Ingenium, Bedrock, Underwriting Pro, Career Capsil and Broker Capsil
• Superior  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 & 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 business and career
• Flexible work/life balance options
• Sophisticated RBCI software tools to boost your productivity and grow your business

RBC Insurance is an organization that succeeds by bringing out the best in its people. You’ll be part of a supportive, inclusive team that shares common values – including a fundamental respect for each other. At the heart of this is a commitment to diversity. RBC respects and responds to the many competing and evolving priorities in our lives – so you can focus on what you can do best – putting clients first.

Job Skills

Additional 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

Compensation for this position (including salary and discretionary/variable payments) will be determined by factors, including but not limited to candidate's experience, skills, registration status, performance, individual goals, market conditions, and business needs.

Pay Range

The expected pay range for this position is:

The pay range provided is for the primary work location referenced in the Additional Job Details section of this job posting. Pay ranges may differ based on location. If the posting lists multiple job locations, a recruiter can confirm availability of the role and the relevant pay rage for the additional locations listed. RBC supports pay transparency and we strive to ensure all pay ranges are competitive, fair, and equitable.

You have the potential to earn RBC's discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided that business meets its performance targets and you meet your individual goals.

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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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.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.