Senior Client Services Operations Representative (Contract)
Description
This role involves providing a high level of customer service to policyholders, advisors, MGAs, and internal partners. The representative will support RBC's purpose by enhancing client experience, providing accurate information, and completing service requests promptly to meet service level agreements.
What We're Looking For
Deliver superior customer service by prioritizing urgent requests.
Process complex policy changes and changes requiring underwriting approval.
Respond to inquiries requiring in-depth product and administration systems knowledge.
Handle escalations and resolve issues to client satisfaction.
Work collaboratively with team members on complex cases.
Prioritize and manage workload to meet productivity levels.
Ideal Candidate
Minimum 2 years' experience in a customer service driven environment.
Strong knowledge of Ingenium, Bedrock, PASport, Composer, Underwriting Pro, Career Capsil and Broker Capsil.
Superior time management & organizational skills.
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.
Strong interpersonal skills & ability to work in a team environment (Nice to have).
Understanding of complex Life & Health insurance products, processes and legacy systems (Nice to have).
Knowledge of policy change procedures and guidelines (Nice to have).
Hard Skills
Soft Skills
Work Hours
37.5 hours/week
Benefits
About the Company
Royal Bank of Canada
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. As Canada's largest bank, it provides personal and commercial banking, wealth management, and capital markets services to over 17 million clients worldwide.
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