Team Lead, Insurance Service Desk Advisor

RBC; Toronto; On-site; CAD 70,000 - 85,000; Full time

Job summary

A leading financial institution in Toronto is seeking a Team Lead, Insurance Service Desk Advisor. This role involves overseeing client interactions, ensuring compliance of insurance files, and providing coaching to staff. The ideal candidate should have experience in the insurance sector, strong communication skills, and be a licensed insurance advisor. The position offers a full-time role with opportunities for professional growth.

Benefits

Challenging work

Variety of assignments

Strong brand reputation

Management support for progression

Qualifications

• Minimum of 1-2 years experience in a Life and Living Benefit insurance role.
• Excellent communication skills required.
• Full Life, Accident & Sickness Insurance Licensed (LLQP) necessary.

Responsibilities

• Oversee efficient servicing of client interactions.
• Conduct thorough policy and KYC reviews ensuring accuracy.
• Identify potential sales opportunities and collaborate.
• Digitize documents and record all client interactions.
• Provide ongoing coaching and support to the team.

Skills

Analytical Thinking

Client Facing

Collaborating

Customer Service

Identifying Sales Opportunities

Insurance

People Management

Team Player

Education

Post-secondary studies in a related field

Job description

What is the opportunity?

We are looking to add a bright, resourceful, organized and client focused Team Lead, Insurance Service Desk Advisor to our team. You take initiative, pay attention to detail, learn quickly, can manage internal and external relationships, and you’re a great team player with superb communication skills. Then we are looking for you! As the Team Lead, Insurance Service Desk Advisor (ISDA) your primary focus would be to oversee the efficient servicing of client interactions while reviewing all Life and Living Benefit insurance files for risk and compliance held by RBC Financial Wealth Management Services Inc. Drive process improvements, support onboarding efforts and collaborate with internal and external stakeholders to enhance service delivery. You will also liaise and work with Investment Advisors/Regional Sales Network to facilitate an easy transition for clients from one platform to another.

What will you do?

• Conduct thorough policy and KYC reviews to ensure accuracy and compliance. For policies such as Whole Life (WL) and Universal Life (UL) confirm that inforce illustrations align with those provided at time of sale. Any changes must be updated in the centralized database with all supporting documents.


• Review and assess policy to ensure its in good standing and make recommendations based on assessment.


• Identify potential sales opportunities and collaborate with the regional sales network for reassignment.


• Create detail reports of all active policies under the departed insurance representatives either as primary or servicing advisor and send introductory communication.


• Digitize documents that are not already uploaded onto the centralized database and record all client interactions.


• Communicate compliance related matters and ensure timely resolution of any issues.


• Act as point of escalation for complex inforce servicing requests


• Provide on the job training and job shadowing for new ISDA staff, ensuring they understand processes and procedural guidelines and internal/external systems


• Reinforce knowledge post-training and provide ongoing coaching and support to the team


• Participate in process improvement and cross functional projects and initiatives that impact ISDA team


• Perform other duties and projects as assigned to support operational excellence.

What do you need to succeed?

Must Have

• Minimum of 1-2 years in a Life and Living Benefit insurance role


• Post-secondary studies in a related field


• Excellent communication skills


• Full Life, Accident & Sickness Insurance Licensed (LLQP)

Nice to Have

• Bilingual in French 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.

• Challenging work


• Variety of assignments


• Financial strength and a strong brand


• Prestige


• Management that supports your work and progression

Job Skills

• Analytical Thinking


• Client Facing


• Collaborating


• Customer Service


• Identifying Sales Opportunities


• Insurance


• People Management


• Team Player

Additional Job Details

Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: WEALTH MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-10-08

Application Deadline: 2025-10-22

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.

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