Client Services Operations Representative
Job Summary
Job Description
What is the opportunity?
As a Client Services Operations Specialist you will provide day-to-day Customer Service for 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 escalate unresolved issues or significant breaches of SLAs as well as providing technical and business process expertise for GSI system processing, problem identification and resolutions.
What will you do?
Process changes and provide ongoing maintenance by processing all member changes or client requests (adds/changes/waiver/salary/class/terminations etc.) within SLA
Provide support to Account Specialists, internal partners, and Suppliers for clarifications/processing that are outside of the norm requests
Manage incoming workflow, tracking and support workflow backup when required
Process On Demand and any other report based work daily as assigned Process daily payment application
Escalate issues of concern to the manager for resolution or action
What will you need to succeed?
Must Have
Superior knowledge of Excel and Word
Strong decision making, analytical and problem solving skills
Well developed and demonstrated conflict resolution skills
Capable of delivering information to partners, management, and staff
Demonstrated change management and collaboration capabilities
Multitasking skills
Nice to Have
Knowledge of Life and Health products for Group & GSI
Knowledge of multiple RBCI and supplier systems
Expert knowledge and understanding of processes
Working knowledge of RBC compliance and regulatory requirements
What's in it for you?
A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans
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
RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.
Job Skills
Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product ServicesAdditional Job Details
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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 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.
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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