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Form of workJob Summary
Job Description
What is the opportunity?
In this role you will be responsible for answering incoming calls received on all product lines from the general Contact Centre telephone lines. You will work in a team-oriented, multi-disciplinary and digital environment and participate in projects within the department as assigned.
What will you do?
• Responsible for answering and re-directing all incoming phone calls and email queries with sensitivity, confidentiality and compassion
• Ensure all calls are answered and call abandoned rates are within service standards
• Proficiency in all claims legacy and/or new systems
• Ensure distribution of telephone messages within service standards
• Assist client in filling out appropriate claim forms depending on client's request
• Responsible for logging incoming calls on the system for future reference / investigation
• Handle Notification of Life Claims for Deceased Insureds
What will you need to succeed?
• Bilingual (English and French) - fluency in English and French, both written and spoken
• Minimum of 2 years customer service/call centre experience
• Ability to multi-task and balance multiple goals and priorities
• Proven confidentiality skills in dealing with sensitive information - show compassion
• Proven skills in conflict resolution
• High school diploma
• Quickly adapt to changing circumstances and the ability to build trust by being inclusive, candid and sincere
Special Conditions
Please note you must be fluently bilingual in both English and French to apply. Only applicants fluent in both languages will be considered for this position.
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
Call Center, Communication, Coverage Analysis, Critical Thinking, Customer Service, Decision Making, Insurance, Insurance Claims Investigations, Insurance Policies, Knowledge of Claims, Long Term Planning, Office Administration, Problem Resolution, Settlement NegotiationsAdditional Job Details
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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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