Bilingual Customer Contact Center Representative - Toronto, Canada - Royal Bank of Canada

Royal Bank of Canada
Royal Bank of Canada
Verified Company
Toronto, Canada

3 weeks ago

Sophia Lee

Posted by:

Sophia Lee

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Description

Job Summary

What is the opportunity?


In this role, professionally front face all internal/external parties including Clients/Advisors/Investors who contact to the Customer Contact Centre requiring additional support services offered by RBC Investor Services.

This role is remote within the Toronto or Montreal Area.


What will you do?

  • Primarily responsible for professionally answering all incoming calls from Clients/Advisor/Investors of the Customer Contact Centre
  • Able to provide professionalism and composure when dealing with Clients internal/external
  • Quality Control
  • Return escalated calls
  • Producing and reporting of weekly and monthly Call Centre statistics.
  • Perform all required responsibilities as a representative of the Contact Centre
  • Front facing with internal departments and internal/external Clients
  • Interaction with Team members of Contact Centre
  • Participate in monthly Self/Peer Call Coaching Evaluations
  • Daily/Monthly reporting to Management relating to self/team metrics
  • Work with Team/Supervisor to provide and produce above average Quality+ and SLS statistics
  • Escalate problematic issues to Management
  • Any other duties as assigned

What do you need to succeed?

Must-have

  • Mutual Fund experience
  • 1 to 3 years Call Centre or client service experience
  • English and French bilingualism
  • IFIC (Mutual Funds) Operations course for CSC (Canadian Securities Course) in progress or completed is an asset

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.


  • Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
  • Opportunity to obtain handson experience throughout your role
  • Working with an exciting, closeknit, supportive & dynamic group
  • Opportunity to collaborate with other business segments within the bank
  • Excellent career development and progression opportunities
  • A comprehensive Total Rewards Program including bonuses and flexible benefits
  • Competitive compensation

Job Skills
Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services


Additional Job Details

Address:

RBC CENTRE, 155


WELLINGTON ST W:

TORONTO

City:


TORONTO

Country:

Canada


Work hours/week:

37.5


Employment Type:

Full time


Platform:

Wealth Management


Job Type:

Regular


Pay Type:

Salaried


Posted Date:


Application Deadline:


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.


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