Bilingual Senior Client Services Operations Representative - MISSISSAUGA, Canada - Royal Bank of Canada

Description

Job Summary

Provides first line of support and problem resolution for selected products and services. With extensive knowledge of the job and policies/practices, performs a wide range of advanced administrative/operational assignments.

Job Description

What is the opportunity?

As a bilingual Group Client Services rep you will provide day-to-day customer service and oversight of an assigned block for billing and service delivery re. Service Level Agreement (SLAs), compliance with Standard Operating Procedures (SOPs), and quality via processing, reports, online monitoring and any assigned tasks. You will serve as a liaison/conduit between Third Party Advisors (TPAs), Plan Administrator (PAs), Greenshield, advisors and other related 3rd party suppliers and internal RBCI partners for Group & Guarantee Standard Issue (GSI) Billing and Administration.

What will you do?

• Act as main point of contact for assigned block of groups for billing and administration responding within 24 hours

• Manage daily inquiries, escalations, and act as client compliant liaison via telephone and email from TPAs, PAs, Advisors, internal partners, suppliers and escalate issues of concern to the manager for resolution or action

• Track and follow through issues until resolution providing effective and timely communications to stakeholders

• Handle monthly bill run tasks along with providing technical and business process expertise for billing completion, account reconciliation, problem identification and resolution

• Accurately allocate premium, manage delinquent accounts, research, and resolve customer inquiries relating to premium remittance/changes and account reconciliation for GSI and group business

• Multitask and process changes generated by policy, coverage or plan changes or client requests & effective management and maintenance of all accounts, tracking system and weekly reports on assigned caseload as per SLA

What will you need to succeed?

Must Have

• Post secondary education

• Superior knowledge of EXCEL

• Strong decision making, analytical and problem-solving skills

• Well developed and demonstrated conflict resolution skills

• Demonstrated change management and collaboration capabilities

• Multitasking skills

• Must be fluently bilingual with excellent communication skills in both French and English, written and spoken

Nice to Have

• Knowledge of Life and Health products for Group & GSI

• Knowledge of multiple RBCI systems and Webportals

• Knowledge of multiple RBCI and Greenshield processes

• Expert knowledge and understanding of processes

• Knowledge of applicable Supplier SLAs

• Working knowledge of RBC compliance and regulatory requirements

Special Conditions

Please note this is a 12 month contract position. Only applicants fluently bilingual in both French and English will be considered for this role.

What's in it for you?

• Competitive pay and high-earning potential

• All the tools, training, and team support you need to grow your career

• Flexible work/life balance options

• Sophisticated RBCI software tools to boost your productivity

Job Skills

Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product Services

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

MISSISSAUGA

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

INSURANCE

Job Type:

Contract (Fixed Term)

Pay Type:

Salaried

Posted Date:

Application Deadline:

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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