Client Services Operations Representative

RBC•Mississauga, ON

2d•CA$40,000 - CA$60,000•Onsite

About The Position

The Client Services Operations Representative role supports the overall RBC Purpose of helping clients thrive & communities prosper and enhances the overall client experience by providing accurate and timely processing on all service requests.

Requirements

Must have 3 to 5 years experience in a high volume customer service environment possessing a high degree of professionalism
Excellent time management, organizational skills and ability to manage workload to meet deadlines
Excellent communication skills (written & verbal)
Strong interpersonal & collaborative skills and the ability to work in a team environment
Strong attention to detail
Strong PC skills required including ability to trouble shoot problems
Strong working knowledge of our administration systems (including Ingenium, Passport, Bedrock, Broker and Career Capsil and ancillary applications)
Strong technical skills including the Microsoft office suite of products and Webex

Nice To Haves

College or University degree preferred
Bilingual in English and French is an asset
Sound decision making skills

Responsibilities

Deliver a superior and high quality customer service experience to our policyholders and Advisors and other key relationships.
Be agile and submit or support innovative ideas and process improvements to enhance the customer service experience.
Act on client requests for policy changes and/or information.
Take appropriate action on urgent and complex cases in accordance with the policy terms and company philosophy.
Accurately update our workflow tracking system and ensure all relevant documents are uploaded to the electronic policy file.
Possess a diverse knowledge of our products (Critical Illness, Disability, Long Term Care) and administration systems.
Administer policies in adherence to administration functionality and procedures as established in our SOP (standard operating procedures).
Handle and resolve complaints effectively.
Meet or exceed Team and Individual Service Level Agreements by effective prioritization of fluctuating workflows.
Prioritize and organize workload effectively to ensure time is utilized wisely and individual productivity is being met or exceeded.
Engage in cross training on all lines of business.
Support other team members by sharing knowledge and mentor to build confidence.