Job Description

What is the opportunity?

The Senior Customer Care Officer will respond with professional and expert service for all client concerns and escalations on behalf of RBC Life. You will be responsible for providing effective problem resolution and delivering a superior client experience by demonstrating effective root cause analysis. 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. In addition, you will ensure due diligence of procedures, process, regulatory compliance and assessment of risk within set authority limit.

What will you do?

• Provide a superior client experience, listening and connecting with clients, act as a trusted advisor in client conversations using effective client discovery to identify client need, provide relevant insurance advice and solutions based on client need.
• Handles complex escalations for supported business areas and provides in the moment coaching to mitigate future problems and build employee capabilities.
• Identifies root causes and actions to prevent similar issues from occurring as well as coaching for future handling of similar complaints at the first point of contact. Researching and reporting customer complaints; helping resolve customer complaints, ensuring that problems can be resolved in a timely manner.
• Demonstrate effective identification & root cause analysis, case investigation and recommendation of action plans or appropriate solutions to resolve the problem.
• Partners with leaders to build leader, team and employee capabilities for problem resolution, product and underwriting knowledge
• Shares insights and trends observed in business level and channel level top irritant analysis sessions
• Identify and leverage RBC sales internal and external partnerships
• Leverage tools and resources to support advice driven discussions, maintains data integrity, documenting all relevant client services contacts and results and prepare and submit final decision letters to client as appropriate
• Contribute to the achievement of overall client survey results focusing on call quality to differentiate the client experience where it matters most to the client.

What do you need to succeed?

Must-have

• Proven experience in Life & Health
• Valid Life license (LLQP)
• Proven communication and problem resolution competencies
• Ability to handle difficult/sensitive situations appropriately
• Ability to navigate between multiple systems

 Nice-to-have

• Bilingualism (French and English) is an asset

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, competitive compensation, commissions, and stock where applicable
• Work in a dynamic, collaborative, progressive, and high-performing team
• Management that supports your work and progression
• Access to a variety of job opportunities across businesses and geographies

Job Skills

Conflict Management, Customer Interactions, Customer Service, Customer Service Administration, Customer Service Management, Inbound Logistics, Oral Communications, Problem Management, Product Services, Telephone Customer Service

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:

Regular

Pay Type:

Salaried

Posted Date:

2026-01-12

Application Deadline:

2026-01-26

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Compensation for this position (including salary and discretionary/variable payments) will be determined by factors, including but not limited to candidate's experience, skills, registration status, performance, individual goals, market conditions, and business needs.

Pay Range

The expected pay range for this position is:

0-0

The pay range provided is for the primary work location referenced in the Additional Job Details section of this job posting. Pay ranges may differ based on location. If the posting lists multiple job locations, a recruiter can confirm availability of the role and the relevant pay rage for the additional locations listed. RBC supports pay transparency and we strive to ensure all pay ranges are competitive, fair, and equitable.

You have the potential to earn RBC's discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided that business meets its performance targets and you meet your individual goals.

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.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.