A Junior Assistance Coordinator within RBC’s Travel Insurance division, Owais receives and manages calls from clients on vacation.
RBC’s status as the premier bank in Canada intrigued Owais, who felt there would be plenty of opportunities to further his career. Once he joined, he became even more impressed with RBC’s multinational scope and the exposure he had across a wide variety of platforms. “Job functions are defined, goals are clearly set and management is supportive. The other companies I’ve worked for don’t have anywhere near RBC’s focus on employees like me.”
In Owais’ call centre, it’s very important for clients to receive service and solutions that exceed their expectations. According to Owais, “this is a challenge that requires the soft skills of working with people – both clients and team members – and quick thinking to solve problems. The technical details can be learned, but empathy and calmness in the face of critical situations we can only practise through experience.” The environment is dynamic – “you could be hearing about lost baggage one moment and a heart attack situation the next” – demonstrating the need for people who are calm, professional and committed to clients. “Our group exists to ensure clients’ emergency situations are managed, that all needs are met, and that they are put into contact with hospitals or other emergency care providers.”
“There’s a real culture of goal achievement at RBC – a real philosophy of growth and development,” says Owais. “The financial rewards and benefits are important, but my real motivation comes through the culture – the clearly defined roles and responsibilities, a solid development structure and great opportunities.” Not only are managers trained to identify employees’ strengths and potential, they’ll spend time with each person to guide them in the appropriate direction. In this 24/7 emergency call centre environment, things can get serious, yet “the atmosphere is intimate. We all respect the intensity of the work and everyone helps each other out. What is really amazing is the excellent level of communication. We receive regular briefings, internal feedback, industry news and client feedback through the RBC Insurance 411 Newsletter, ongoing training sessions and interaction with management who show they’re truly interested.”
Owais sees a future with RBC. “There’s just so much room at RBC for different career paths; there’s something perfect for everyone.” Starting as an Assistance Coordinator, he soon moved to Junior Assistance Coordinator. “Managers continually assessed my product knowledge, performance and client servicing skills and were quick to recognize my abilities.” He is looking forward to progressing in a future rich with growth and opportunity.