Bilingual Customer Contact Center Representative

2 weeks ago

Toronto, Ontario, Canada Royal Bank of Canada Full time

Job Summary

Job Description

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
  • Availability for contact Centre's operational hours: 8am to 8pm. Successful candidate must be flexible to work within these hours

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 hands-on experience throughout your role
  • Working with an exciting, close-knit, 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.
​​​​​​​
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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