Mortgage Retention & Growth Advisor helping clients navigate mortgage renewals at RBC. Providing tailored advice and support for homeownership and financial decisions.
About the role
- Lead Senior Complaint Consultant handling complex customer complaints for Allstate Insurance. Focused on process improvements, teamwork, and compliance in complaint management.
Responsibilities
- Develop and execute team and department initiatives, including complaint handling management across multiple business areas.
- Coordinate daily team workflow, meetings, training sessions, and document updates to ensure operational efficiency.
- Support Senior Complaint Consultant team by investigating, resolving, and responding to customer issues within prescribed timelines.
- Provide guidance on team members’ files, lead on complex, high-risk cases, and review final position letters for accuracy and compliance.
- Draft reports, deliver presentations on complaint trends and project updates, and manage administrative duties.
- Liaise with Compliance and Business Property Liability Counselling to track regulatory developments and ensure adherence to complaint handling standards.
- Promote integration across operational departments to foster a cohesive team environment.
- Engage stakeholders to identify opportunities for process improvements and implement best practices.
Requirements
- 5 years extensive customer service experience (minimum)
- 3 years of insurance industry or underwriting experience (minimum)
- Proficient in Microsoft systems (Word, Excel)
- Proficient in French Language
- CIP designation
Benefits
- Flexible Work Arrangements
- Employee discounts (15% on auto and property insurance, plus many other products and services)
- Good Office program (receive up to 400$ back after purchasing office equipment)
- Student Loan Payment Matching Program for Government Student loans
- Comprehensive Retirement Savings Program with employer matched contributions
- Annual Wellness allowance to support employees with improving health and wellbeing
- Personal reflection day
- Tuition Reimbursement
- Working within the community and giving back!
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