What is the opportunity?

The successful candidate will focus primarily on identifying the root cause of client concerns through effective discovery questions and in-depth investigation into the complaint. Where appropriate, to assist in identifying gaps in customer service, product and/or process knowledge.

What will you do?

• Identify root cause of client concerns and builds suitable resolution
• Responsible for delivering a “trusted advisor” approach in client conversations using effective client discovery to identify client need, provide relevant creditor insurance advice and solutions based on client need.
• Escalate policy and procedural gaps impacting the client experience
• Negotiate effectively with business partners / clients as required

• Support the implementation of new initiatives/process enhancements within the team.

What do you need to succeed?

Must-have

• 3-5 years' of experience within Creditor Insurance
• Demonstrated exceptional customer service skills
• Demonstrated knowledge of complaint handling procedures
• Strong attention to detail and problem resolution skills
• Understanding of products, services, process and procedures to accurately address client inquiries
• Excellent verbal and written communication skills
• Strong active listening skills

Nice-to-have

• Bilingual in English and French

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 and competitive compensation
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to take on progressively greater accountabilities
• Access to a variety of job opportunities across business and geographies

Job Skills

Conflict Management, Customer Care, Customer Complaint Resolution, Customer Interactions, Customer Service, Customer Service Administration, Customer Service Management, Inbound Logistics, Oral Communications, Problem Management, Product Services, Telephone-Based Customer Servicing

Additional Job Details

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGAMISSISSAUGACanada37.5Full timeINSURANCERegularSalaried2025-05-262025-06-06

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.