Job Description

What is the opportunity?

Based in Fraud Operations acting as an RBC ambassador delivering exceptional client experience, you will field incoming calls about disputes and chargebacks related to credit cards.  You will apply your strong analytical skills, inquisitive nature and friendly demeanor to get to the heart of the matter effectively and educate clients about protecting their interest.  Ultimately, you will help our clients feel safe when banking with RBC.  As one of Canada’s leading financial institutions, we are committed to safe banking and provide support to ensure your success in this critical role.

What will you do?

• Provide professional, responsive customer service to inbound client calls fraud and chargebacks related to Personal, Business & Commercial Cards, excluding merchant card
• Apply the VISA International Operating Regulations (VIOR) & MasterCard Worldwide Operating Regulations
• Resolve problems at first point of contact in a friendly and helpful manner, and refer more complex situations to RBC partners, as appropriate
• Use effective listening skills and probing questions to understand and identify the root cause of a client’s concern or inquiry
• Adhere to compliance routines in identifying and resolving client concerns
• Efficiently determine if client’s concern/inquiry is a dispute, a fraud or a chargeback and address the client’s immediate need by providing necessary resolution, investigation or escalation to the fraud team
• Be flexible and able to undertake multiple tasks throughout a working day

Must-have:

• At least one year of client service experience, in a call handling capacity
• Bilingual in French and English
• Ability to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experience
• Proven interpersonal, communication and problem resolution skills
• Flexible to work various shifts within the business hours of 8h00 to 21h00 Monday to Friday and 8h30 to 19h00 on Saturdays

Nice-to-have:

• Advice/Call Centre experience
• Ability to navigate between multiple Windows-based application systems

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, and competitive compensation
• Flexible work arrangements, including bonuses for evening shifts
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

RBC requires as a condition of employment that all successful candidates in the United States and Canada be fully vaccinated against COVID-19 prior to their start date, and may require proof of the same. Reasonable accommodation is available where required by law.