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Job Description
What is the opportunity?
In this role, you will contribute to an exceptional client experience and team results by efficiently responding to any calls coming into the RBC Royal Trust (RT) Contact Centre. You will deepen relationships by meeting client's immediate needs, discovering new opportunities, and proactively resolving client concerns at first point of contact. You will leverage tools and resources to effectively document and refer activities and opportunities to colleagues across the network. This role is dynamic and will also support any National Office initiatives as required.
Please Note: This position can be located in Toronto, Montreal, Calgary or Vancouver. You will be required to work from home.
What will you do?
Deliver an efficient and exceptional client experience as outlined in the Client Experience Guide ensuring client needs are met by proactively providing clients with quality advice, problem resolution and prevention, and identifying additional needs as appropriate
Take ownership and resolve client concerns at first point of contact, and escalate to Regional Vice President as appropriate.
Respects the clients time and Compliance to Schedule expectations while meeting client needs Work within specified performance metrics for all client communications (verbal or written).
Effectively leverage Client Relationship Management tools to document actions and next steps
Through client discovery integrate marketing resources and materials into client conversations to support advice and recommendations provided in support of overall regional goals
Be an advocate for RBC and RBC Royal Trust's core service and product offerings
Collaborate with RBC colleagues to respond quickly and directly to requests from clients and immediately escalate any issues that may result in unmet expectations
Work collaboratively on collective team goals and National Office initiatives while completing assigned tasks
Share best practices, learnings, and client feedback in order to enhance existing processes, procedures, and sales and service practices
What do you need to succeed?
Must Have
Exceptional client service capability and confidence in engaging clients through excellent written/verbal/electronic communication skills using a friendly, positive and professional tone
Ability to think outside the box and make quick decisions on the spot
Ability to navigate between multiple systems with strong PC skills including Microsoft Office applications
College or Undergraduate Degree
1-2 years of related experience
Bilingualism (English and French) required, as you will regularly do business with partners across Canada
Nice to Have
Knowledge of Estate and trust services with the ability to maintain current on related issues
Success in meeting and exceeding service targets in a contact centre environment
Sales and/or retention experience
Flexibility may be required to work beyond standard office hours
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
Flexible work/life balance options
Opportunities to do challenging work
Opportunities to take on progressively greater accountabilities
Access to a variety of job opportunities across business and geographies
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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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