Bilingual (French/english) Customer Service Representative

What is the opportunity?

The Bilingual (French/English) Creditor Customer Service Representative will interact with clients over the phone, and provide them with insurance advice and solutions based on their individual needs. You will strive to constantly improve functions taking a client focused approach to effectively process client requests and provides advice and service solutions where appropriate regarding their credit insurance coverage on loans, lines of credit, mortgages and business loans. Your will retain the customers by showing the benefits and features of keeping their coverages. Your ability to provide superior customer service, build rapport and gain the clients’ confidence will be critical to your success.

What will you do?

• Respond to customers by providing information, understanding needs, offering value added solutions, opportunity spotting, and taking accountability for the resolution of customer concerns
• Secure new business and/or retains existing business
• Ensure customers receive optimal service at a level that meets their needs, personally or by referring them to the appropriate partner (internally or externally)
• Take ownership of client concerns, building ownership and accountability at first point of contact through client-focused behaviours, ensuring, when necessary, the escalation process is followed
• Process applicable paperwork for clients, ensuring accuracy and completeness of information
• Meet monthly sales and retention goals.

What do you need to succeed?

Must-have

• Excellent communication skills in French and English
• Solid aptitude for listening, establishing rapport and finding the right solutions for customers
• Strong attention to detail and problem resolution skills
• Ability to navigate between multiple systems
• Flexibility to work a variety of shifts as our Centre is open Monday to Friday 8:00am to 8:00 pm in order to better help our clients

Nice-to-have

• Sales experience and success in meeting and exceeding sales targets in a Contact centre environment

Special Conditions

Please note you must be fluently bilingual in both English and French to apply. Only applicants fluent in both languages will be considered for this position.

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