Client Services Operations Representative (Contract)

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

Special Conditions

Please note this is a 12 month contract.

What's in it for you?

• 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

Additional Job Details

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