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Job Description
What is the opportunity?
You are a Cards advisor, RBC ambassador and an exceptional Customer Service Representativeat RBC Advice Centre. You champion the RBC brand and provide support to our clients as they will interact with us in very different ways; whether it is by phone, email, chat, video, social media or mobile. This is a part time and shift oriented role that provides the flexibility and opportunity to work from home and/or centre. Our centres are located in Moncton, Montreal, Mississauga, Winnipeg, Calgary, and British Columbia. If you are passionate about delivering exceptional Customer Service and providing solutions for client’s needs, join our Advice Centres.
What will you do?
- Proactively engage with RBC clients through various communication channels to deliver an outstanding Customer Service experience, making every client interaction an exceptional one
- Focus on helping clients when they need us most, by responding empathetically to a variety of questions, assisting with a myriad of banking solutions and resolving client concerns at first point of contact
- Contribute to team results by supporting all colleagues to be successful in meeting client needs
- Cultivate and maintain relationships with partners to work as one RBC team
- Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests
- Educate and assist clients with using RBC digital capabilities
What do you need to succeed?
Must-have
- Ability to work independently, proven time management, organizational and problem solving skills.
- Exceptional client service capability and confidence in engaging clients across multiple channels (i.e. phone, video, etc.) using a friendly, positive and professional tone
- Proven ability in building rapport and maintain client relationships, preferably in the financial or service industry while working independently and as part of a team
- Desire to build exceptional client experiences, and is passionate and curious to help clients meet their needs and solve their concerns
- Digital literacy across a broad range of devices (i.e., smartphones, tablets, laptops, etc.) with above average keyboarding skills, internet and computer navigation
- Requires fluency in French and English to serve our clients in the community with English speaking needs
- Training and post-training shifts will be within the center hours on Saturdays and Sundays, 7:00 AM to Midnight (Moncton: 7:00 AM to 4:00 AM AT)
- Additional hours, outside of required Saturday and Sunday shifts, will be available for employees to work as per business needs
Nice-to-have
- Past experience in a Customer Service role where you provided a variety of needs based solutions
- Experience working in a team and metrics-based performance environment
- Previous experience working in a Contact/Call Centre or in a fast paced financial and/or service industry
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 world-class training program in financial services
- Leaders who support your development through coaching and managing opportunities
- Work in a dynamic, collaborative, progressive, and high-performing team
Job Skills
Adaptability, Advice Based Solutions, Client Centricity, Client Discovery, Communication, Curiosity, Data Analysis, Digital LiteracyAdditional Job Details
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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