Bilingual (French/English) Claims Call Centre Representative

RBC - Toronto, ON (30+ days ago)

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What is the opportunity?

As a Bilingual Claims Call Centre Representative you will be responsible for answering incoming French and English calls received on all product lines from the general call centre telephone lines. You will work in a team-oriented, multi-disciplinary and digital environment and participate in projects within the department as assigned.

What will you do?

Answer and re-direct all incoming phone calls with sensitivity, confidentiality, compassion and within acceptable service standards
Maintain a call abandoned rate and distribute telephone messages within service standards
Handle claim form requests received by phone
Assist client in filling out appropriate claim forms depending on the nature of the client’s request
Verify policy status on all administration systems
Investigate/match/process unidentified pieces of mail and death certificates

What do you need to succeed?

Must-have

Minimum of a high school diploma
Only applicants fluently bilingual in both French and English, written and spoken, will be considered for this position
Proficiency in all claims legacy and/or new systems
Minimum of 2 years customer service/call centre experience
Ability to multi-task and balance multiple goals and priorities
Proven confidentiality skills in dealing with sensitive information – show compassion
Proven skills in conflict resolution

Nice-to-have

Quickly adapt to changing circumstances
Ability to build trust by being inclusive, candid and sincere

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
Leaders who support your development through coaching and managing opportunities
Work in a dynamic, collaborative, progressive, and high-performing team
Opportunities to do challenging work and to take on progressively greater accountabilities
Opportunities to building close relationships with clients