• Job Description

  Req#: R-0000125016

  Job Summary

  Job Description

  What is the opportunity?

  The Customer Care Officer will respond with professional and accurate service for all client concerns and escalations within the Insurance Advice Centre. You will be responsible for providing effective problem resolution and delivering a superior client experience by demonstrating effective root cause analysis for Home & Auto.

  You will strive to constantly improve functions taking a client focused approach to effectively process client requests and provide advice and service solutions where appropriate.

  In addition, you will ensure due diligence of procedures, process, regulatory compliance and assessment of risk within set authority limit.

  What will you do?

  • Provide a superior client experience, listening and connecting with clients, act as a “trusted advisor” in client conversations using effective client discovery to identify client need, provide relevant insurance advice and solutions based on client need.

  • Handle complex escalations for supported business areas and provides in the moment coaching to mitigate future problems and build employee capabilities.

  • Identify root causes and actions to prevent similar issues from occurring recommendation of action plans or appropriate solutions to resolve the problem as 20-30% of the role will involve coaching managers to problem resolution principles for future handling of similar complaints at the first point of contact

  • Partner with leaders to build leader, team and employee capabilities for problem resolution, product and underwriting knowledge

  • Creates customized skill builds on complaint handling to address top issues and learning gaps for supported business areas

  • Shares insights and trends observed in business level and channel level top irritant analysis sessions

  • Leverage tools and resources to support advice driven discussions, maintains data integrity, documenting all relevant client services contacts and results and prepare and submit final decision letters to client as appropriate

  • Contribute to the achievement of the centre’s overall client survey results focusing on call quality to differentiate the client experience where it matters most to the client

  What do you need to succeed?

  Must-have

  • Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.

  • Proven experience in Home & Auto Insurance (minimum 2 years preferred)

  • Damage Insurance license and OTL license for Ontario is required, along with the ability to obtain provincial licenses in Eastern provinces.

  • Proven communication and problem resolution competencies

  • Flexibility to work Monday – Friday between 8:00AM - 8:00PM

  Nice-to-have

  • Life, travel, and/or Call Centre experience

  • Personal lines Damage Insurance Agent's license for Quebec

  • CIP Designation

  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 Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

  • Work in a dynamic, collaborative, progressive, and high-performing team

  • Management that supports your work and progression

  • RBCI software tools to boost your productivity

  Job Skills

  Additional Job Details

  Address:

  1 PLACE VILLE MARIE:MONTRÉAL

  City:

  MONTRÉAL

  Country:

  Canada

  Work hours/week:

  37.5

  Employment Type:

  Full time

  Platform:

  INSURANCE

  Job Type:

  Regular

  Pay Type:

  Salaried

  Posted Date:

  2025-05-15

  Application Deadline:

  2025-06-16

  Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

  Inclusion and Equal Opportunity Employment

  At 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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• About the company

  Royal Bank of Canada (RBC), is a diversified financial services company. The Company provides personal and commercial banking, wealth management services, insurance, investor services and capital markets products and services on a global basis. The Com...

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