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Customer Service Specialist-Flex

3 months ago

Burlington, Canada Royal Bank of Canada Full time
Job Summary

Job Description

What is the opportunity?

As a Customer Service Specialist, you will provide superior client service and resolution at first point of contact for RCAP clients and sales/service partners for all related policy and procedures. This position also acts in an advisory capacity, providing information and insight/ advice to other service partners/third parties for more complex issues and escalates when appropriate.

What will you do?

Use multiple systems and technology applications to provide efficient and effective single point of contact for clients and service partners/third parties relative to technical or procedural support for RCAP products/services

Draw on in-depth organization experience and product knowledge to act in an advisory capacity for service partners regarding products and services as well as systems/applications navigational support to ensure a positive client experience

Resolve complex and/or unique issues and assume accountability to inform/engage/escalate to the appropriate departments for resolution

Maintains a pro-active approach, ensuring ongoing or recurring problems relative to technology applications and/or product/process issues are documented and investigated, recommending solutions whenever possible

Works to identify specific client care problem sources through effective listening, probing and clarifying and refers to appropriate department/functional environment for resolution

Answers calls and email inquiries as per established Grade of Service and/or service quality standards ensuring all targets are met

What do you need to succeed?

Strong knowledge of Asset, EDGE, T-Value, HP Calculator, MS Office (Excel and Word), ECM, Express OS, CRM

Strong knowledge of lease, financing and ancillary documentation

Superior understanding of PPSA laws across the country

Excellent negotiation skills

Excellent written and verbal communications

Excellent organizational skills and ability to effectively manage time and priorities. Strong ability to multi-task

Detail-oriented and able to understand the terms and conditions of the contracts

Ability to work well within a team and independently

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.

Ability to make a difference and lasting impact

Work in a dynamic, collaborative, progressive, and high-performing team

Opportunities to do challenging work

Flex opportunity to learn Quality verification, Portfolio administration, Insurance tracking and Customer Service

Job Skills Communication, Critical Thinking, Customer Service, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management

Additional Job Details

Address: 5575 NORTH SERVICE RD:BURLINGTON

City: BURLINGTON

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: Personal and Commercial Banking

Job Type: Regular

Pay Type: Salaried

Posted Date: 2024-06-21

Application Deadline: 2024-07-05

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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