What is the opportunity?

You will be responsible for providing superior customer service and resolution at first point of contact to our internal clients including Branches and Business Centers.   You will demonstrate strong interpersonal skills, an aptitude for problem resolution and have a proven ability to prioritize actions and escalate identified service gaps to the appropriate areas.

Based on performance against mandated responsibilities and incentive measures, the successful candidate will have opportunity to transition to a PL09 level once fully proficient on all simple & complex call handling

What will you do?

Demonstrate commitment to First Call Resolution by taking ownership & accountability of caller problems at first point of contact.

Through effective listening and probing, identify the caller needs and provide advice & appropriate solutions.

Apply delegated authorities, ensuring escalation process is followed.

Demonstrate effective call handling by achieving department goal Talk Time, and provide consistent service within established benchmarks contributing to achievement of business Client Service Commitments (CSC’s).

Ensure all documents/data are examined for completeness and accuracy, and take appropriate steps to correct for client.

Proactively identify and recommend solutions to recurring errors and service gaps, and act as a referral point/Subject Matter Expert for sales and service employees.

Take ownership to resolve complex issues and concerns at the first point of contact.

Identify and recommend solutions to recurring errors, service gaps and process efficiency and effectiveness enhancements.

Ensure adherence to delegated authorities, SECAF, systems access, Global Information Risk Management framework and Global Compliance mandated policies and procedures.

Exercise due diligence in following operational risk policies, procedures, standards and guidelines and review all transactions/reports/documents to ensure compliance.

What do you need to succeed?

Must-have

Must be fully bilingual in French and English.

Knowledge of Business Banking products, policies and procedures .

Comfortable working in a contact centre environment.

Good working knowledge of RBC systems (ex.CART, OLBB, DDA).

Proven communication and problem resolution competencies.

Above average keyboarding skills.

Available to work various shifts within the hours of 8h00 to 20h00 Monday to Friday, and 9h00 - 18h00 on Saturdays.

Nice-to-have

Ability to handle difficult/sensitive customer situations appropriately and professionally.

Strong analytical  skills and attention to detail.

Ability to work independently as well as with other members of a team.

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 succeed and communities prosper. We care about each other, reaching our full potential, making a difference in our communities, and achieving mutual success.

A comprehensive Total Rewards Program including competitive compensation, bonuses and flexible benefits

Ongoing career advancement opportunities

World-class sales training, coaching, and development opportunities

The support of a dynamic, high-performance, progressive and collaborative team, as well as world-class tools and training

The opportunity to achieve great success and develop your career with RBC

About RBC

Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com.

Inclusion and Equal Opportunity Employment

RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.