Online Support Services Representative - Toronto, Canada - Royal Bank of Canada

Royal Bank of Canada

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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
Online Support Services Representative

What is the opportunity?

As part of a global team, delivers a consistent, high quality client experience by providing prompt, effective, and knowledgeable response to all client inquiries, issues and complaints while achieving the agreed 1st time resolution, average resolution time, and quality targets.

Is the Business Support for RBC Client Success solutions including RBC One and MyClientView (Microsoft Dynamics).

Through a disciplined approach to data capture, reporting and analysis helps drive the evolution of the RBC I&TS client service model while maintaining the critical components of the RBC I&TS online and MyClientView static data foundation.

What will you do?

Deliver a consistent, high quality client experience by providing prompt, effective, and knowledgeable response to all client inquiries while achieving the agreed 1st time resolution, average resolution time, and quality targets.
Acts as the coordinator for more complex enquiries ensuring that the client is paired with the right RBC I&TS internal resource(s), monitors the resolution throughout the client journey through to completion.
Acts as the first line of internal support for web portals, including RBC One and the MyClientView (Microsoft Dynamics) CRM solution.
Logs all interactions enabling accurate and timely trend analysis driving the evolution of the client service model.
Effectively escalates issues and/or complaints to ensure timely resolution.
Partnering with internal client facing teams helps maintain the online portal and MyClientView (Microsoft Dynamics) static data.
Acts as the coordinator for more complex enquiries ensuring that the client is paired with the right RBC I&TS internal resource(s), monitors the resolution throughout the client journey through to completion.
You help transform the capabilities of the contact centre team while enhancing the client experience by driving requirements, executing user acceptance testing, and participating in pilot programs as part of the RBC I&TS Client Success model evolution.
Develop and maintains an increasing set of technical skills and business acumen through ongoing training, coaching and mentoring.

What do you need to succeed?

Must-have

12 years of work experience in a relevant field
12 years call centre or related client service experience preferably in financial services
High school diploma or higher

Nice to have

French language skills an asset
University or Collage Degree

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 & Treasury 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 Summary

Address:

TORONTO, Ontario, Canada

City:

CAN-ON-TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Investor and Treasury Services

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

:00

Application Deadline:

:00

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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