Bilingual Client Service Representative- En

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Bilingual Client Service Representative | Représentant(e), Bilingue Service clientèle

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?

• Share best practices, learnings, and client feedback in order to enhance existing processes, procedures, and sales and service practices
• 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
• Work collaboratively on collective team goals and National Office initiatives while completing assigned tasks
• Take ownership and resolve client concerns at first point of contact, and escalate to Regional Vice President as appropriate.
• Be an advocate for RBC and RBC Royal Trust’s core service and product offerings
• Through client discovery integrate marketing resources and materials into client conversations to support advice and recommendations provided in support of overall regional goals
• 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
• Collaborate with RBC colleagues to respond quickly and directly to requests from clients and immediately escalate any issues that may result in unmet expectations

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
• 1-2 years of related experience
• Bilingualism (English and French) required, as you will regularly do business with partners across Canada
• 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

Nice to Have

• Flexibility may be required to work beyond standard office hours
• 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

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.

• Opportunities to do challenging work
• Flexible work/life balance options
• Leaders who support your development through coaching and managing opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Opportunities to take on progressively greater accountabilities
• Access to a variety of job opportunities across business and geographies
• Work in a dynamic, collaborative, progressive, and high-performing team
• Ability to make a difference and lasting impact

Job Summary

Address:

TORONTO, Ontario, Canada

City:

CAN-ON-TORONTO, CAN-QC-MONTRÉAL

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Wealth Management

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2023-03-14

Application Deadline:

2023-05-16

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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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.