Senior Customer Service Representative

Job Description

Come Work with Us!
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Job Description

What is the opportunity?

We are looking for a dynamic individual with a passion for helping people to join our fast-paced Creditor Operations team in the Insurance Service Centre. The Senior Customer Service Representative will interact with staff, clients and RBC banking partners over the phone and provide them with insurance advice and service solutions, where appropriate, regarding their credit insurance coverage on loans, lines of credit, mortgages and business loans. To provide professional, attentive and accurate service to staff, clients, and banking partners at first point of contact. Proactively promote and develop a best in class retention culture with specific focus on continuous improvement through efficiently serving, educating and retaining existing clients. Act as the next level escalation process for phone agents. To build and positively influence employee engagement, employee enablement and employee development through enhanced peer coaching, and promote a culture of ethics through embracing diversity and inclusion. Your ability to provide superior customer service, build rapport and gain the clients’ confidence will be critical to your success.

What will you do?

• Provide consistent service within established Client Service Commitments/Service Partner Commitments and seek to improve the quality, timeliness and consistency of responses to client’s escalated concerns.
• Build on employee enablement and development through peer enhanced coaching and recorded call quality evaluations
• Take ownership of client concerns, building ownership and accountability at first point of contact through client-focused behaviors, ensuring the escalation process is followed and tracked through Creditor Client Action History (CAH) tool and the problem resolution tracking tool within RBC CART.
• Secure new business and/or retains existing business.
• Identify and recommend solutions to recurring errors and servicing gaps to Team Manager.
• Actively participate in coaching opportunities and learning opportunities to improve his/her individual and team contribution through collaboration.
• Ensure all documents are examined for completeness and accuracy, and takes appropriate steps to correct for client.

What do you need to succeed?

Must-have

• Subject Matter Expert in Creditor Insurance - minimum of 2 years
• Strong verbal and written communication skills are essential.
• Professional telephone manner and ability to demonstrate empathy.
• Solid multi-tasking ability with above average keyboarding and internet / computer navigation skills for searching on-line client data and product information while simultaneously conversing with client.
• Strong attention to detail and problem resolution skills
• Sales experience and success in meeting and exceeding sales targets in a Contact Centre environment
• Flexibility to rotate shifts between: Monday to Friday from 8am to 8pm.

Nice-to-Have

• Post-Secondary Education
• Bilingual French/English

What’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 package including flexible benefits, competitive compensation, and stock options
• Work in a dynamic, collaborative, progressive, and high-performing team. By joining RBC Insurance, you also become part of a supportive, inclusive team that shares common values – including a fundamental respect for each other
• Leaders who support your development through coaching and managing opportunities
• Flexible work/life balance options
• Ability to make a difference and lasting impact

Job Summary

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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.
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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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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 rbc.com/careers.