Bilingual Support Analyst, Group Annuity B2C

What is the opportunity?

As a Bilingual Support Analyst, you will be accountable for supporting the entire Group Annuity line of business including our Contact Centre by providing timely, accurate and empathetic communication.  We are looking for individuals who will embrace our "Client First" values and goals.

What will you do? 

•Act as the final point of contact for Group Annuity Clients, Plan Members and Internal Partners, by providing timely, accurate support and direction on inquiries

•Support the Call Centre by addressing escalations and assisting with complex Group Annuity related concerns

•Handle and respond to incoming communications, including managing shared mailbox, drafting professional correspondence in English and French and requesting additional information when needed

•Research and resolve member inquiries by collaborating with internal teams and monitoring various messaging channels

•Process member requests and changes accurately, and within service level agreements (SLAs) which may also include coordinating with internal and external partners as required

•Engage in continuous learning about Group Annuity and related processes, offering feedback and suggestions for process improvements

What will you need to succeed? 

Must have

•Must be fluently bilingual in French and English with excellent communication skills as you will regularly serve our clients, do business with RBC partners and/or employees across Canada with English and French speaking needs

•Experience in a high volume/high intensity customer service environment

•Excellent time management and organizational skills with ability to multi-task

•Adaptability to changes in processes and procedures

•Ability to manage multiple tasks on multiple systems effectively and efficiently

•Proficiency in Microsoft Outlook, WORD and EXCEL

Nice to have

•Group Annuity or Pension Administration Knowledge

•Post-Secondary Education (i.e. community college, university preferred)

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?

•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 business and career

•Flexible work/life balance options

•RBCI software tools to boost your productivity and grow your business

RBC Insurance is an organization that succeeds by bringing out the best in its people. You’ll be part of a supportive, inclusive team that shares common values – including a fundamental respect for each other. At the heart of this is a commitment to diversity. RBC respects and responds to the many competing and evolving priorities in our lives – so you can focus on what you can do best – putting clients first

Job Skills

Additional Job Details

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 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.