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Job Description
Application Deadline: 23 February, 2024
What is the opportunity?
In this role you will be responsible for providing superior client service in a call center environment to manage delinquent accounts with the goal of minimizing the Bank’s exposure to loss. You will balance the importance of maintaining a positive client experience whilst achieving business objectives through the distribution of accurate and appropriate advice to our clients at the right phases of delinquency. You will take ownership and accountability when issues, errors and/or high-risk situations surface through reviews by escalating to people managers and appropriate stakeholders.
What will you do?
- Execute routines associated with collection of an assigned portfolio of delinquent accounts.
- Ensure all necessary and relevant information is gathered to analyze the status of the account through direct contact with the client
- Ensure the integrity of the follow up documentation is maintained and in order in the event of further required collection activity, and/or required legal action.
- Maintain an accurate disciplines to ensure all necessary information is updated on the approved RBC applications
- Execute work volumes/contact client as measured by established service quality standards.
- Deliver all assigned / administrative duties in a timely manner, ensuring meaningful and integral content
- Utilize strong knowledge and experience of team’s products/processes and services to ensure employees apply all due diligence in all transactions in accordance with Bank policies, procedures and data integrity
- Take ownership and accountability when issues, errors and/or high-risk situations surface through escalations, coaching, or file reviews by referring to the Manager
What do you need to succeed?
Must-have
- Bank’s minimum entry requirements, 5 subjects including English and Mathematics
- Proficient knowledge of Microsoft Excel and MS suite and keyboarding skills
- Take Initiative and is achievement motivated, committed to continuous learning
- Teamwork and cooperation, builds partnership with stakeholders
Nice to have
- Proven negotiation skills are an asset.
- Experience with RBC banking applications is an asset.
- Experience in a call center environment is an asset
Working Conditions
- High degree of flexibility required for hours of work in a shift/roster-based environment, as the unit works operates during the following business hours:
- Monday – Friday 8AM -11PM, Saturday 8AM – 7PM
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.
- World-class leadership training with countless development opportunities
- A comprehensive Total Rewards Program
- A unique opportunity for personal and professional growth
- Work in a dynamic, collaborative, progressive, and high-performing team
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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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