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Job Description
What is the opportunity?
In this client facing role, incumbent will be the first point of contact for new and existing RBC Payedge clients to answer platform related inquiries, as well as investigate/escalate issues as appropriate pertaining to various payment types. Client inquiries will be channeled via phone and email, therefore the ability to manage time effectively and seamlessly transition between the two channels is imperative. The incumbent will be mandated to meet client service and client experience targets as set out by the business on an ongoing basis while working in collaboration with internal and where applicable, external partners (i.e. IT, Product, Compliance, Banking teams, Convera/WUBS)
What will you do?
- Provides English and/or French telephone and email support to our business clients and internal partners to help navigate the PayEdge platform, resolve/investigate problems around Wires, ACH, Cheques, and Bill Payments completed through RBC PayEdge.
- Incumbent will be responsible for delivering an exceptional client experience by identifying the root cause of problems presented, and by educating the client and taking necessary reasonable steps to mitigate similar issues from arising again.
- Escalates client concerns as appropriate to various partners such as Banking, IT, Product, and Compliance teams within PayEdge, in a timely manner while keeping clients informed of next steps.
- All responsibilities will be carried out in accordance with the RBC Code of Conduct, RBC Values and Our Leadership Model and ensuring adherence to Privacy principles.
- Incumbent will ensure our Key Performance Indicators are met by complying with Hold times, After Call Work, adherence to schedule, well as other SLAs as established by the business
- Adhere to Escalations protocols when required to minimize/avoid negative client impact/experience
- Annual completion of all e-learning activity by the required date identified on RBC Campus.
- Participate in creating/maintaining a positive team environment where team members give each other support, promote good morale and co-operation. Responsible for ongoing personal development and information sharing.
What do you need to succeed?
Must have:
- 1-2 years of customer service experience (preferably in the financial industry)
- Sound knowledge of MS Office, ability to navigate through several programs simultaneously
- Knowledge of RBC Payedge Platform and its functionality
Nice-to-have:
- Some high level knowledge of Accounting softwares (QBO, Xero, Sage) preferred
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.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Opportunities to do challenging work
- Opportunities to take on progressively greater accountabilities
- Opportunities to building close relationships with clients
- Access to a variety of job opportunities across business and geographies
#LI-Hybrid
#LI-POST
Job Skills
Communication, Critical Thinking, Customer Service, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time ManagementAdditional Job Details
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